Trustworthiness

Our Customer Service Promise includes a commitment to be trustworthy. To help us improve, we measure some aspects of our work.

We promise to deal with your feedback, say sorry if we get it wrong and aim to put things right

For most complaints our deadline to reply is 10 working days, although this can be extended if the person who complained agrees. Our target for 2018-19 was to deal with at least 95% of initial (Step 1) complaints within this timeframe. With effect from April 2019 this target increased to 97%.

In the 2018/19 financial year, we dealt with 96% of Step 1 corporate complaints on time. In the first 6 months of the 2019/20 financial year, we have dealt with 94% of Step 1 corporate complaints on time.

We promise to explain why decisions have been made

We want to make sure that you are satisfied that we look into complaints properly. One way of looking at this is the % of complaints where the initial outcome (Step 1) has been challenged and we have been asked to review (Step 2).

There were 1014 initial (Step 1) complaints and 138 Step 2 complaints to the Council from April 2018 - March 2019.

39% of Step 1 complaints and 20% of Step 2 complaints were found to be either fully or partially valid.

The outcome of Planning and Sustainable Development complaints is more likely to be challenged than other services. From April 2018 - March 2019, there were 124 Step 1 complaints and 83 Step 2 complaints about this service.

If you would like to give us feedback or make a complaint, please use our online feedback form.