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We are committed to providing an excellent service for our customers, but we know we don’t always get it right and we recognise our customers have a right to complain when they feel we have fallen short.

As well as giving the council the chance to put things right when something has gone wrong, complaints give us valuable feedback on our services that help us improve.

The majority of complaints are managed in line with the corporate complaint policy and, as per the policy, we produce regular reports for senior officers and councillors on complaints to enable performance to be monitored to ensure customers are receiving timely responses to their complaints, and to ensure any trends are identified and responded to.

Quarterly complaint reports

2021/22

Annual complaints reports

The Local Government and Social Care Ombudsman produces data annually setting out the number of complaints made to the ombudsman about all councils and the outcomes of those complaints. An annual review of complaints is then taken to the council’s Governance and Audit and Standards Committee (G&A&S).

Annual complaints report to G&A&S committee – September 2021
Annual complaints report to G&A&S committee – September 2020
Annual complaints report to G&A&S committee – September 2019
Annual complaints report to G&A&S committee – September 2018