REPORT OF: Corporate Strategy & Partnerships Manager
TO: Management Team
DATE: 28th June 2005
COMPLAINT MONITORING – ANNUAL REPORT
(2004 – 2005)
Purpose of Report
This report presents an analysis of the documented complaints received by the Council across all departments for the full year 2004/05. The report is intended to highlight any areas of concern, trends and any long term corrective actions taken to prevent recurrence of complaints received.
Issue
Each service area continues to document all complaints, no matter how they are received, to help us identify any issues that are regularly causing problems.
By their very nature, complaints are varied and sometimes complex. It may not be immediately apparent that there is a problem that can be traced to a specific officer or policy.
Conclusions
The analysis attached with this report (Appendix 1) is based on twelve months information (April 2004 to March 2005).
· The majority of complaints are being received by letter (52%) followed by telephone calls (30.7%).
This means that this year, 82.7% of complaints have come in to the Council in this way.
· Response times are well within set time limits, with very few going beyond 15 days.
· Significantly, the majority are resolved at stage one (front line staff) with very few being escalated to the service manager or Chief Executive.
Summary of analysis
Service areas with no complaints recorded over the year were Audit & Accountancy and Democratic & Legal services.
Operational services, Housing and Treasury services have consistently attracted the most complaints this year and account for 40%, 22% and 15% respectively of the total.
However in comparison with last year, both Housing and Treasury Services have seen a reduction in the overall percentage of complaints of 3.7% and 6% respectively.
Service areas with increased percentages are Operational Services (up 10%) and Planning (up 4%).
Despite these figures, the response times continue to be well within the 15 days allowed and the vast majority dealt with at officer level (stage 1).
The category “Failure to meet the standard expected” attracted the most complaints at almost 50% for the year to date.
In order to try and reduce the number of potentially ‘avoidable’ complaints, Service areas should again be encouraged to review and reinforce their service standards, both internally and externally.
Corrective Actions
Most importantly, there have been quite a number of actions that have resulted from the complaints received. This shows that the Council takes complaints seriously and puts in place long and short term solutions to those problems that have been identified.
Highways – following complaints about new street lighting schemes, new leaflets have been produced that explain proposed street lighting scheme implementation to be posted in advance to those affected. (Quarter 1, 2004/05)
Treasury services – following a complaint about Direct Debit payment mandates, administration procedures have been altered to avoid recurrence. (Quarter 2, 2004/05)
(ii) A complaint about Council Tax recovery highlighted a problem with computer software that the suppliers then rectified. (Quarter 2, 2004/05)
(iii) Following complaints from customers having to pay surcharge to receive mail dispatched from us, measures were taken to avoid repetition. (Quarter 2, 2004/05)
(iv) Internal audit are to carry out a review of the internet payments posting procedure following complaints that there is a delay between payment being made and the account being credited. (Quarter 3, 2004/05)
(v) Corrective training has been carried out following a customer providing evidence of information given in a phone call that had taken place, but that had not been recorded on the system. (Quarter 3, 2004/05)
Environmental Health – following complaints where owners are unhappy that a stray dog has been sent to the kennels, a letter is now sent stating that this is Council policy when the owner cannot be traced. (Quarter 3, 2004/05)
Regeneration/Countryside access – Following complaint about incorrect organised walk details, all walks will be reviewed prior to the following year’s event. (Quarter 3, 2004/05)
Ombudsman complaints
Despite our best efforts, some of our customers feel the need to contact the Local Government Ombudsman in order to resolve their complaint.
This year (2004/05) the Ombudsman received 24 complaints from Pendle residents relating to a number of service areas. This compares well with the 28 that were received in the previous year.
The breakdown is as follows: -
Highways 5
Housing (repairs, grants & homelessness) 4
Housing Benefit 0
Local Taxation (Council Tax) 2
Other (land, leisure & misc.) 5
Planning (consideration/amenity & publicity) 8
Of the 22 complaints where a decision has been reached, 11 were classed as ‘premature’ – that is where the complainant has not allowed the Council an opportunity to deal with it in the first instance.
A breakdown of the remaining 11 is as follows: -
3 settled locally where the Ombudsman agreed that the action taken by the Council was satisfactory to the complainant
6 where the Ombudsman found no or insufficient evidence of maladministration
2 where the Ombudsman discontinued investigation due to no or insufficient evidence
Recommendation
· Management Team is asked to note the contents of this report, and to approve its publication for public availability both in printed format and on the Council’s website.
Town Hall,
NELSON,
Report Author: John Loads (Tel :) (01282) 661617
E-Mail:
Background Papers: Reports from complaint co-ordinators (Appendix 2)
Date: 20/06/05
APPENDIX 1
COMPLAINT ANALYSIS – PROFORMA (April to December 2004)
ALL DEPARTMENTS
Totals
Total number of complaints Quarter 1 – 138
Quarter 2 – 157
Quarter 3 – 118
Quarter 4 – 137 (550 year to date)
Service area breakdown
No. 2004/05 2003/04
Environmental Health 10 1.82% 3.16%
Corporate Strategy 1 0.18% 0%
Estates 5 0.91% 5.13%
Highways 30 5.45% 6.32%
Housing 121 22.00% 25.70%
ICT 3 0.54% 0%
Operational Services 221 40.18% 30.43%
Parks & Cemeteries 46 8.36% 6.72%
Personnel 1 0.18% 0%
Planning & BC 29 5.27% 0.80%
Regeneration 1 0.18% 0%
Treasury services 82 14.91% 20.95%
Method
Telephone 169
Letter 286
E-mail 42
In person 10
PBC leaflet 9
On-line 34
Category (a complaint may refer to more than one category)
2004/05 2003/04
A - Dissatisfaction with the way the Council 51 9.27% 13.43%
reached a decision
B – Employee attitude 31 5.63% 3.95%
C – Delays in responding 18 3.27% 10.67%
D – Failure to meet standard expected 274 49.82% 52.96%
E – Response to request for information 30 5.45% 2.76%
F – Other 140 25.45% 10.67%
Total for categories 544 (plus 7 unjustified)
Response times
Average response times have been well within the 15 days allowed, although 28 of the 550 (5.1%) did go beyond.
At what stage were the complaints resolved? Once again, most complaints were resolved at stage one (officer level) with nine going to stage two (service manager). Two complaints were escalated to the Chief Executive.
Developing trends
Operational Services received most of their 221 complaints about refuse collection, although these were resolved quickly and on an individual basis. Other issues noted were dog bins, street sweeping and recycling.
Highways have seen a rise in the number of complaints about the new parking regime and also about street lighting.
Treasury services complaints continue to be largely about Council Tax liability.
Compliments
There were 60 reports of compliments this year – Democratic and Legal (2), Environmental Health (12), Highways (2), Housing & Community Services (21), Operational Services (14) and Treasury Services (8).
APPENDIX 2
Corporate Strategy & Partnerships
Complaints (01/04/04 - 31/03/05)
Totals
Total number of complaints 1
Method
Telephone 0
Letter 1
E-mail 0
In person 0
PBC leaflet 0
Category (a complaint may refer to more than one category)
A - Dissatisfaction with decision 0
B – Employee attitude 1
C – Delays in responding 0
D – Failure to meet standard expected 0
E – Response to request for information 0
F – Other 0
Response times
Average response time = within 6 days. None went beyond 15 days.
At what stage were the complaints resolved? Stage 2 (service manager)
Corrective actions
Compliments
Environmental Health & Urban Renewal
Complaints (01/04/04 - 31/03/05)
Totals
Total number of complaints 10
Method
Telephone 3
Letter 5
E-mail 1
In person 0
PBC leaflet 1
Category (a complaint may refer to more than one category)
A - Dissatisfaction with decision 6
B – Employee attitude 0
C – Delays in responding 1
D – Failure to meet standard expected 1
E – Response to request for information 0
F – Other 2
Response times
Average response time = within 4 days. None went beyond 15 days.
At what stage were the complaints resolved? 7 at Stage 1 (officer), 3 at Stage 2 (service manager)
Corrective actions
Letters advising stray dog owners of Council policy when owners cannot be traced.
Voicemail messages to include alternative number to ring if urgent.
Compliments
12 Compliments received: - Wasp nest removal, pet rescue and 8 for Urban Renewal.
Estates and Property Services
Complaints (01/04/04 - 31/03/05)
Totals
Total number of complaints 5
Method
Telephone 3
Letter 1
E-mail 0
In person 1
PBC leaflet 0
Category (a complaint may refer to more than one category)
A - Dissatisfaction with decision 0
B – Employee attitude 0
C – Delays in responding 0
D – Failure to meet standard expected 0
i) garage site 3
ii) caravan site 1
E – Response to request for information 0
F – Other 1
Response times
All actioned and resolved within 2 days and at stage 1 (officer)
Developing trends
Corrective actions
Highways, Engineering and Design Services
Complaints (01/04/04 - 31/03/05)
Totals
Total number of complaints 30
Method
Telephone 5
Letter 5
E-mail 9
In person 1
PBC leaflet 1
On-line corporate form 9
Category (a complaint may refer to more than one category)
A - Dissatisfaction with decision 4
B – Employee attitude 3
C – Delays in responding 1
D – Failure to meet standard expected 5
E – Response to request for information 11
F – Other 6
Response times
All actioned and resolved within three days and all except three at stage 1 (officer)
Developing trends
New car parking regime and street lighting
Corrective actions
New leaflets that explain to residents the ‘whys and wherefores’ of proposed street lighting scheme implementation now received and to be posted in advance of any future schemes to those areas directly affected.
Housing & Community Services
Complaints - (01/04/04 - 31/03/05)
Total
Total number of complaints 121
Method of Complaints
Telephone 23
Letter 87
E-mail 3
In person 6
PBC leaflet 1
Other 1
Category of complaints (a complaint may refer to more than one category)
A - Dissatisfaction with decision 10
B - Employee attitude 7
C - Delays in responding 1
D - Failure to meet standard expected 45
E - Response to request for information 1
F – Other 59 (41 about nuisance neighbours)
Section
A - Housing Management 75
B - Housing Repairs 21
C - Housing Rents 2
D - Housing Needs 4
E - Community Support Service 4
F - Console 9
G - Community Transport 2
H - Community Resources 4
I - Other 0
Outcome
Stage 1 121
Stage 2 0
Stage 3 and beyond 0
Response times
Refers to all complaints, whether responded to by letter, telephone, in person etc.
Responded to within 15 working days 104
Responded to over 15 working days 11 (6 were anonymous)
Acknowledgements
Acknowledgements only sent if written response required. Only applies to acknowledgements sent by Housing and Community Services, if sent centrally response times not known, therefore not included.
Sent within 2 working days 42
Sent after 2 working days 8
Acknowledgements are sent out same day as complaints are received in Community Services offices. Not always possible to send out within 2 days as sometimes do not receive them until after this.
Compliments
Total number of compliments 21
Information and Communication Technology
Complaints (01/04/04 - 31/03/05)
Totals
Total number of complaints 3
Method
Telephone 0
Letter 0
E-mail 0
In person 0
PBC leaflet 0
On-line complaint form 3
Category (a complaint may refer to more than one category)
A - Dissatisfaction with decision 0
B – Employee attitude 0
C – Delays in responding 1
D – Failure to meet standard expected 2
E – Response to request for information 0
F – Other 0
Response times
Average response time = within 5 days. None went beyond 15 days.
At what stage were the complaints resolved? Stage 1 (officer)
Developing trends
Faulty web links and unable to pay bills with Apple Mac computer
Corrective actions
All faults corrected.
Operational Services
Complaints (01/04/04 - 31/03/05)
Total
Total number of complaints 221
Method
Letter 87
Telephone 97
E-mail 19
PBC Complaint Form 4
On-line Complaint Form 14
Category of complaint (a complaint may refer to more than one category)
A - Dissatisfaction with decision 0
B - Employee attitude 14
C - Delays in responding 4
D - Failure to meet standard expected 164
E - Response to request for information 4
F – Other 35 (3 Fixed Penalty Notices)
In the category of "Failure to meet standard expected" the majority of complaints are in respect of building work and domestic refuse collection (i.e. missed bins, no liners left) and these are corrected on the day in question or the following day. The remainder was a mixture of dog bins, street sweeping/highways and recycling complaints.
The complaints in respect of "employee attitude" were for a building workman’s attitude, driving incidents and language to a customer.
A new category has been included from quarter four i.e. Fixed Penalty Notices. These have been issued for dog fouling and some of those people receiving a notice have objected to the fact that they did clean up when asked but were still given a fine. This however is the correct procedure.
Average Response Time
3 days, none beyond 15. Most were Stage 1 (officer), 3 Stage 2 and 1 Stage 3.
Compliments
We have received 14 instances of praise over this period.