Quarterly Complaints Information

Complaint details are analysed for trend information to ensure we identify Service failures and take appropriate action.  Regularly reporting the analysis of complaints information helps to inform management of where your services need to improve.

We publish on a quarterly basis the outcome of complaints and the actions we have taken in response.

 

QUARTER 1 - 2016/2017

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

437     

85.6%

Stage 2 Complaints in Timescale

89

71%

Overall Complaints in Timescale

526

83.1%

 

Improvement actions this quarter included:

1.  A complaint concerning perceived lack of action with bullying claims identified a learning opportunity of increased supervision of pupils, particularly during specified activities and communication between a head teacher and parents to be improved.

2.  Following a complaint concerning a pupil being injured the school’s policy changed to allow parents and guardians to be informed and decide upon the best course of action (remain at school or seek medical attention).

 

QUARTER 2 - 2016/2017

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

476    

84.2%

Stage 2 Complaints in Timescale

109

72.4%

Overall Complaints in Timescale

585  

82.1%

 

Improvement actions this quarter included:

1.  Communication revised so that customers requesting an uplift of bulky refuse are aware that the items may be broken down kerbside so that they can fit in the lorry.

2.  Following a complaint about unkempt areas the weeding schedule was revised so that the problem area was addressed before becoming an issue.

 

QUARTER 3 - 2016/2017

 

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

408     

85.8%

Stage 2 Complaints in Timescale

95

73.7%

Overall Complaints in Timescale

503

83.5%

 

Improvement actions this quarter included:

1.  Administration of NEC cards revised and improved following a complaint that a customer had received letters not intended for them causing confusion.

2.  Following a complaint about failure to collect bins in a particular area consideration is being given to providing customers with large communal bins in replacement for the current arrangements for the landfill type.

 

QUARTER 4 - 2016/2017

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

408     

90.4%

Stage 2 Complaints in Timescale

103

75.7%

Overall Complaints in Timescale

511

87.5%

 

Improvement actions this quarter included:

 1.  Following complaints about repairs and repair timescales and appointments, Building Services in partnership with Housing Services and the Contact Centre have worked over the last few years to improve customer experience with a range of initiatives. Systems have been developed and implemented (Mobile Working, Repair by Appointment) to improve working arrangements and engagement with customers to make it easier to report repairs and agree time and date that suit their needs.

2.  The Blue Badge process was revised where staff would alert applicants in the event of missing documentation following a complaint of a delay in processing that had resulted from missing verification paperwork.

 

QUARTER 1 - 2017/2018

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

448   

88%

Stage 2 Complaints in Timescale

87

84%

Overall Complaints in Timescale

535

87%

 

Improvement actions this quarter included:

1.  A complaint about a recycling centre being unclear about expected procedures for visitors was addressed through improved signage.

2.  Following a complaint concerning the allocation of council housing (customer looks after a disabled relative at home) a review will take place of the access policy for some household types. A check will also be applied with the applicant should any changes to the housing request be received.

 

QUARTER 2 - 2017/2018

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

421   

88%

Stage 2 Complaints in Timescale

92

77%

Overall Complaints in Timescale

513

86%

 


Improvement actions this quarter included:

1.  Following a complaint about primary school children being able to access inappropriate content online, Fife Council’s BTS (IT) adapted the way in which pupil’s connect to the internet (child safe search engine) thus preventing future reoccurrence.

2.  Fife Council resolved to work differently in responding to garden issues at the range of new build properties following complaints about lack of action following problems such as drainage. The Council will seek to resolve minor repairs in house and leave larger repairs or improvements to the appointed contractor in efforts to quickly respond to snagging issues. 

 

 

QUARTER 3 - 2017/2018

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

430  

88%

Stage 2 Complaints in Timescale

104

88%

Overall Complaints in Timescale

534

88%

 


Improvement actions this quarter included:

1.  Following a complaint concerning a lack of provision online for commemorative plaques and generally poor information offered to the bereaved around how these could be ordered and paid for, the Service updated online information and simplified the ordering forms for commemorative options.

2.  The change of tenancy checklist was modified to include a check of water tank lids following a complaint about a missing lid causing water to be polluted with a dead bird.

 

QUARTER 4 - 2017/2018

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

500 

88%

Stage 2 Complaints in Timescale

93

88%

Overall Complaints in Timescale

593

88%

 


Improvement actions this quarter included:

1.  A complaint from a deaf customer that Housing’s system letters were difficult to understand (customer’s first language is BSL) prompted staff to attend BSL awareness training. The new housing registration system will also be developed to offer a more bespoke method of communicating with all customers that doesn’t rely upon system generated letters that have questionable content for some recipients. The organisation also learned the value of Skype (video calling) in supporting some individuals.

2.  Following a complaint that an Environmental Risk Assessment hadn’t been completed in a reasonable timescale thus allowing a service user to reside in alternative accommodation than that agreed as per court conditions the process for recording requests was revised to prevent future reoccurrence. 

David Thomson, Customer Experience Lead Officer / SPSO Liaison Officer 
Tel: 03451 55 55 55 + Ext 44 44 49 Fax: 01592 583527 Contact David Thomson online
By Post: Fife House North Street Glenrothes Fife KY7 5LT
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