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 2019-20 was to deal with at least 97% of initial (Step 1) complaints within this timeframe.
In the 2019/20 financial year, we dealt with 95.1% 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 902 initial (Step 1) complaints and 105 Step 2 complaints to the Council from April 2019 - March 2020.
41.3% of Step 1 corporate complaints and 23.5% of Step 2 corporate 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 2019 - March 2020, there were 120 Step 1 complaints and 58 Step 2 complaints about this service.
If you would like to give us feedback or make a complaint, please use our online feedback form.