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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 refuge 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.

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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