e.g. school holidays, council tax, jobs, housing benefit - Advanced

Comments, compliments and complaints procedure

Complaints performance

The current complaints handling procedure was introduced by the Scottish Public Services Ombudsman (SPSO) and all Scottish Councils are now required to handle and report complaints in the same way and to publish the outcomes of complaints, trends and actions taken.

Complaints closed from 1 April 2015 to 31 March 2018

Annual total of complaints closed
Resource 2015/16 2016/17 2017/18
Community and Enterprise

305

256 209
Education 87 122 185
Finance and Corporate 62 86 213
Housing and Technical 961 388 249
Social Work 221 235 192
Totals 1636 1087 1048

The number of complaints closed reduced by 34% between 2015/16 and 2016/17, and reduced further 4% between 2016/17 and 2017/18.

You Said, We Did

When you complain, we listen and act. 

Learning from complaints - The following examples and learning outcomes relate to complaints received between October and December 2018

Community and Enterprise Resources

A customer advised that their bins were being left at the back gate after being emptied and restricting access to their property. Staff discussed the issue with the customer and agreed a more suitable location where the bins should be left in the future after being emptied. Through effective communication with customers we can deliver the service to their satisfaction.

Education Resources

Procedures were not followed correctly after an accident during a PE class. The procedures have been reviewed and update measures will take place with staff. This will ensure all staff are aware of the correct procedures that should be followed and prevent the occurrence of a similar complaint in the future.

Finance and Corporate Resources

Finance – QandA
The customer was unhappy with the level of privacy whilst using the telephone within the QandA Kiosk area. We re-arranged the seating to ensure that waiting customers are not within earshot. We also ordered an additional booth to be fitted around the telephone area to increase privacy. We have improved privacy to ensure that customer enquiries cannot be overheard.

Administration and Legal Services (Licensing and Registration Section)
A customer was unhappy with the way information in relation to an appointment for a death registration was given. An apology and explanation was given. It has been highlighted to staff to be more aware of how they greet customers and to explain to customers the reason for any delays. This will lead to customers being better informed.

Housing and Technical Resources

A customer was unhappy as they have called on numerous occasions to speak to member of staff in relation to a repair issue and has not had a response. Staff have been reminded of customer service obligations and expected standards of service delivery. We continue to monitor complaints through service/management reports and regular meetings of complaint groups.

Social Work Resources

The customer was unhappy with the service received from social work staff. Following the complaint, staff met with the customer and investigated the concerns raised. Staff practice was discussed at a team meeting and will be monitored. Staff reminded of appropriate practice and will be monitored to ensure service standards are adhered to.