Planning documents

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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 2016 to 31 March 2019

Annual total of complaints closed
Resource 2016/17 2017/18 2018/19
Community and Enterprise

256

209 245
Education 122 185 85
Finance and Corporate 86 213 169
Housing and Technical 388 249 250
Social Work 235 192 165
Totals 1087 1048 914

The number of complaints closed reduced by 4% between 2016/17 and 2017/18 and reduced by a further 13% between 2017/18 and 2018/19.

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 July and September 2019.

Community and Enterprise

Customer complained that their red bin for food and garden waste was not being collected.  We apologised to the customer and advised that a recent change was made to the collection programme for food and garden bins for a number of properties in their area.  Unfortunately there was a breakdown in communication with the crew who should have emptied customer's bins.    The customer's street has now been assigned to one of the Council's dedicated food and garden waste collection crews.  The change to the collection programme was made to balance the resources we use to provide the red (food/garden) bins collection service.  The customer's street has been assigned to one of the Council's dedicated food and garden waste collection crews and this should alleviate any repeat of the problem in the future.

Education

Customer was unhappy that school photos were taken at start of term and before the photography consent form had been signed.  Customer received an apology for this and school was reminded that the forms were to be signed before photographs are taken.

Finance and Corporate Resources

Administration and Legal Services (Licensing and Registration Section).  Customer maintained the documents they had provided were sufficient to confirm his right to work in the UK.  The original enquiry our service made to Home Office was a general enquiry rather than specific to the applicant. Once applicant's details were provided, the Home Office confirmed that no other documents were required. An apology and explanation of what went wrong were given to applicant.  Staff were reminded to provide full details of applicant when requesting information from Home Office.

Housing and Property Services

Customer was unhappy that the security entrance key for their property was not provided at the time they signed for the tenancy.  We acknowledged and apologised that the security entrance key was not available at this time.  We advised the customer that one would be ordered at the first opportunity and that an officer would make contact when the keys arrived in the office.  We continue to monitor complaints through service/management reports and through regular meetings of complaint groups.

Social Work Resources

The customer was unhappy with a delay in getting additional support.  We apologised for the inconvenience caused and a visit was arranged urgently.  The importance of communication was highlighted as was the importance of progressing requests within timescales.