Annual complaints reports - How are we doing?
Complaints data provides us with a valuable insight into the effectiveness of our day-to-day operations. It can help us identify areas of repeated service failure or highlight gaps in our service provision. We can then use this information to inform key business decisions and drive service improvements.
Similarly, lessons learnt from upheld complaints can help us take steps to prevent future recurrences and identify opportunities for us to make positive changes to improve service delivery.
Analysing complaints data enables us to review individual services’ performance, both in respect of the number and types of complaints being received as well as in terms of how effectively complaints are being handled, the time taken to resolve, and the outcomes reached. It also allows us to track variations in our performance over time and compare performance against other councils using the same Key Performance Indicators (KPI's).
We publish regular reports on how we meet our performance standards, giving figures of complaints received and decisions made, together with general feedback on performance.