Annual complaints report 2022-2023

Summary of report
You are here: Learning from complaints

Learning from complaints

Our complaint investigations have enabled us to identify ways in which we can improve the service we deliver. Below are outlined the lessons we have learnt during the last year and the steps we have taken to improve our processes.

Reviewed and changed our processes in respect of Household Support Fund payments, there are now two additional checks in place to ensure accuracy of payments and prevent any overpayments from being made.
Training requirements in staff have been identified and the necessary training has been completed.
Rubber mats installed in play equipment in addition to non-slip paint
Memorial bench installations are confirmed by telephone as well as email
Additional parking signage has been placed in the district
Our website content is being reviewed and improved
Written confirmation from our print room to confirm that letters have been printed and dispatched.

Service Area	Subject	Lessons Learnt
Corporate Debt	Overpayment Letters	We have reviewed and changed the process for the payment of Household Support Fund payments so there are an additional two checks in place prior to the issuance of payments to prevent this occurring again.
Customer Services	Missing rent letter and issues contacting the Council by Telephone	I have spoken to the customer service advisor who dealt with your brother’s enquiry and further training has been given.
Customer Services	Re: Household Support Fund	Staff have been reminded the importance of ensuring signposting advice is given. Additional training sessions on welfare support/signposting for staff will be given.
Environmental Health	Case going back to the beginning of last year, not been resolved yet.	Our officer did not manage your expectations around the ERO service. He could have provided an update regarding potential waiting times for the service or request management support to obtain the service for you if he was meeting barriers. This was not done and as a result, the ERO service has been added to your case with immediate effect. Additional training and support will be given to the relevant officer concerning the use of the ERO service to avoid any future issues from happening.
Land & Property	Complaint - My daughter had a nasty accident at the Coastal Park on Monday 25th July	We had first attempted to apply a non-slip road paint to the concrete surface by the new pirate ship. This unfortunately did not do enough to prevent slips occurring due to the sand in the pit. We have now installed rubber mats along the length of this concrete hard standing. We have also extended the small timber boundary wall to the right-hand side where the bank is at its steepest by the slide. These changes have been in place for a few weeks now and appear to have resolved the problem with slips and falls.
Land & Property	Memorial Bench for my recently deceased brother on behalf of my mother	Going forward we will ensure that if an email is sent regarding a memorial bench installation, it is accompanied by a phone call as well.
Parking	Visitor vouchers being set up for the last two years in the incorrect zone C instead of zone G	All members of the team will be having further training to help assist customers with RingGo issues in the future.
Parking	Parking at Marine Crescent	Ordering additional signage to accompany the existing signage Officers will continue to patrol at various times throughout the day Kent County Council are also looking to change the road layout and introduce more permit holder only parking
Parking	Complaint re parking permit	I will ensure that permits are not missed when my team check permit payments to ensure these are sent out on time.
Planning	Complaint regarding failure to upload documents and lack of response	Assurance that Officers will be reminded of the importance of all statutory documentation being publicly viewable for current planning applications. As above, a reminder has been issued and refresher training provided.
Planning	Planning application	I can advise that the Council now seeks written confirmation that letters have been printed and dispatched, and the issues arising here are therefore unlikely to be repeated.
Revenues	Homes for Ukraine - council tax discount is not being advertised	Training on this issue will be undertaken immediately for customer service staff and case officers who deal with the administration of the council tax I have also spoken to the Council’s Refugee Resettlement Coordinator regarding this matter to ensure in his role he is giving this information to hosts or potential hosts I have asked to be provided with a list of host families within the Folkestone & Hythe District so all their cases can be checked and corrected if necessary
Waste Services	Complaint Re Bin Collection - food waste bin was left in the middle of the drive	We will ask that the collection crews are reminded of their obligations and the potential issues if they fail to do so.