Corporate complaints data: 2021/22
An annual report on corporate complaints, including Local Government and Social Care Ombudsman complaints, is provided to Governance and Standards and Audit Committee
Appendix A provides a summary of corporate complaints data, taken from the annual complaints report, from the previous financial year, as a comparator.
In 2021/22, the council managed 686 stage one, stage two and stage three complaints through the previous corporate complaints process. There were 553 stage one complaints, of which 380 were managed under the former three stage complaint process with 68% managed within the 10-working day timescale for response. The remaining 173 stage one complaints were managed under the new two-stage complaint process with 83% managed in line with the 15-working day timescale for response set out in the new policy introduced from 1 December 2021.
In 2021/22, 120 complaints were taken to stage two of the process. Of the 120 complaints, 73 were managed under the former three-stage complaint process with 70% managed in line with the 15-working day timescale for response. The remaining 47 complaints were managed under the new two-stage complaint process with 81% managed in line with the 20-working day timescale for response.
In 2021/22, 13 complaints were taken to stage three of the process compared with 24 complaints taken to stage three the previous year. The percentage of stage three complaints managed within the 20-working day timescale set out in the old policy was 71%, compared with 42% in 2020/21.
Work is on-going to increase the number of complaints that are managed within the timescales, and to improve the service we provide to our customers.
The complaints process also allows customers to provide positive feedback and 66 compliments were received in 2021/22.
Complaints by stages, by directorate 2021/22