Background/Main Issues
This Report outlines the Council’s performance against the complaints indicators set by the Scottish Public Services Ombudsman (SPSO) from 1st April 2022 until 31st March 2023. The Council implemented the revised Complaints Handling Procedure (CHP) during 2021/ 22 to comply with the SPSO expectations and to ensure its CHP can be benchmarked against other Local Authorities within Scotland.
The Council is committed to providing quality services that reflect the needs of its customers. It values complaints and uses information from them to help improve services. The Council publishes its performance of complaints handling to provide assurance in relation to its performance, and to delivery of continuous improvement.
A complaint is defined within the CHP, as ‘any expression of dissatisfaction about our action or lack of action, or about the standard of the service provided by or on behalf of the Council’. However, the CHP also explains what does not constitute a complaint. For example, a complaint is not a routine first time request for a service or a first-time report of a fault.
During 2022/2023, the Council received 409 complaints (compared to 497 in the previous year), all of which are recorded on the Customer Relationship Management (CRM) system under the relevant categories as follows:
Complaint criteria
|
Category of Complaint |
Number of Complaints Received |
Number of Complaints Received |
|---|---|---|
|
|
2022/2023 |
2021/2022 |
|
Services/Standards |
287 |
393 |
|
Disagreement with Council decision |
43 |
44 |
|
Council Policy |
2 |
6 |
|
Employee (attitude/behaviour) |
58 |
48 |
|
Other |
19 |
6 |
|
Total |
409 |
497 |
Complaints by Executive Officer Area
|
Executive Officer Area |
Number of Complaints Received |
Number of Complaints Received |
|---|---|---|
|
|
2022/2023 |
2021/2022 |
|
Assets & Facilities |
37 |
37 |
|
Customer & Business Support Services |
37 |
60 |
|
Education |
49 |
55 |
|
Finance, Audit & Performance |
1 |
0 |
|
Health & Social Care Partnership |
46 |
43 |
|
Housing |
40 |
48 |
|
Land, Planning & Development |
33 |
34 |
|
Legal & Democratic Services |
5 |
8 |
|
Neighbourhood Services |
71 |
111 |
|
Place & Community Planning |
21 |
13 |
|
Roads & Transportation |
69 |
87 |
|
Organisational Transformation |
0 |
1 |
|
Total |
409 |
497 |
The SPSO requires organisations to report on six indicators. The following tables detail the Council’s performance under each indicator, showing comparison with the previous year.
Indicator 1 – Complaints Received Per 1,000 Population
The number of complaints per thousand population allows benchmarking across all authorities. The number of complaints received in 2022/2023 has fallen compared to the previous year.
|
Year |
Total Complaints Received |
Per 1,000 Population |
|---|---|---|
|
2021/2022 |
497 |
4.6 |
|
2022/2023 |
409 |
3.8 |
Indicator 2 – Closed Complaints
The total number of complaints closed in the reporting year was 432 compared to 480 in the previous year.
The number of complaints closed (432) compared to complaints received (409) in the current year, is due to a number of complaints being finalised within the reporting year of 01/04/2022 to 31/03/2023 that were actually received in the previous reporting year.
The two tables below, show the split of complaints closed across both Category of Complaint and Executive Officer Area.
|
Category of Complaint |
Number of Complaints Closed |
Number of Complaints Closed |
|---|---|---|
|
|
2022/2023 |
2021/2022 |
|
Services/Standards |
307 |
375 |
|
Disagreement with Council decision |
46 |
47 |
|
Council Policy |
3 |
7 |
|
Employee (attitude/behaviour) |
57 |
49 |
|
Other |
19 |
2 |
|
Total |
432 |
480 |
|
Executive Officer Area |
Number of Complaints Closed |
Number of Complaints Closed |
|---|---|---|
|
|
2022/2023 |
2021/2022 |
|
Assets & Facilities |
33 |
37 |
|
Customer & Business Support Services |
52 |
45 |
|
Education |
47 |
52 |
|
Finance, Audit & Performance |
1 |
|
|
Health & Social Care Partnership |
49 |
48 |
|
Housing |
40 |
51 |
|
Land, Planning & Development |
34 |
33 |
|
Legal & Democratic Services |
7 |
6 |
|
Neighbourhood Services |
74 |
115 |
|
Place & Community Planning |
22 |
10 |
|
Roads & Transportation |
73 |
82 |
|
Organisational Transformation |
0 |
1 |
|
Total |
432 |
480 |
The total number of complaints closed in 2022/2023 is lower than last year, reflecting the reduced number of complaints received. Compared to the previous year, during 2022/23 a slightly lower percentage of complaints were handled at Stage 1 with a slightly higher percentage handled at Stage 2 and escalation.
|
|
2022/2023 |
% |
2021/2022 |
% |
|---|---|---|---|---|
|
Total complaints Closed |
432 |
|
480 |
|
|
Total complaints closed at stage 1 |
268 |
62% |
307 |
64% |
|
Total complaints closed at stage 2 |
127 |
29% |
126 |
26% |
|
Number of complaints closed at stage 2 after Escalation |
37 |
9% |
47 |
10% |
Indicator 3 – Complaints Upheld, Partially Upheld & Not Upheld
This indicator shows a breakdown of how complaints were closed for each of the stages.
Stage 1 complaints – the percentage of Stage 1 complaints upheld or partially upheld this year is lower than in the previous year with a consequent increase in the number and percentage of complaints not upheld.
Stage 2 complaints – there has also been a reduction in the percentage of complaints upheld or partially upheld compared to the previous year, and an increase in the number and percentage of complaint not upheld.
Escalated complaints (a complaint previously handled at Stage 1 then escalated to Stage 2) – this year shows a reduction in the percentage of complaints upheld. Although there has been an overall increase in the percentage of complaints partially upheld, it should be borne in mind that a partially upheld outcome does mean that some elements of the complaint have not been upheld. Escalated complaints not upheld have decreased this year.
2021/2022 also saw the introduction of a new outcome for complaints – “Resolved and results at all stages show a much improved use of this new outcome.
Stage 1 Complaints
|
|
2022/2023 |
2021/2022 |
|---|---|---|
|
Number of complaints closed at Stage 1 |
268 |
307 |
|
Number of complaints upheld at Stage 1 |
89 |
149 |
|
Number of complaints upheld at stage 1 as a % of all complaints Closed in full at stage 1 |
33% |
49% |
|
Number of complaints partially upheld at stage 1 |
84 |
79 |
|
Number of complaints partially upheld at stage 1 as a % of all complaints closed at stage 1 |
31% |
26% |
|
% Of complaints upheld or partially upheld at stage 1 |
64% |
74% |
|
Number of complaints not upheld at stage 1 |
71 |
75 |
|
Number of complaints not upheld at Stage 1 as a % of all complaints closed in full at stage 1 |
26% |
24% |
|
Number of complaints resolved at Stage 1 |
24 |
4 |
|
Number of complaints resolved at Stage 1 as a % of all complaints closed in full at stage 1 |
9% |
1% |
Stage 2 Complaints
|
|
2022/2023 |
2021/2022 |
|---|---|---|
|
Number of complaints closed at stage 2 |
127 |
126 |
|
Number of complaints upheld at stage 2 |
28 |
32 |
|
Number of complaints upheld at stage 2 as a % of all complaints closed In full at stage 2 |
22% |
25% |
|
Number of complaints partially upheld at stage 2 |
38 |
42 |
|
Number of complaints partially upheld at stage 2 as a % of all Complaints closed at stage 2 |
30% |
33% |
|
% Of complaints upheld or partially Upheld at stage 2 |
52% |
59% |
|
Number of complaints not upheld at stage 2 |
57 |
51 |
|
Number of complaints not upheld at Stage 2 as a % of all complaints closed in full at stage 2 |
45% |
40% |
|
Number of complaints resolved at Stage 2 |
4 |
1 |
|
Number of complaints resolved at Stage 2 as a % of all complaints closed in full at stage 1 |
3% |
1% |
Escalated Complaints
|
|
2022/2023 |
2021/2022 |
|---|---|---|
|
Number of complaints closed after escalation |
37 |
47 |
|
Number of complaints upheld after escalation |
9 |
13 |
|
Number of escalated complaints upheld at stage 2 as % of all escalated complaints closed in full at stage 2 |
24% |
28% |
|
The number of complaints partially upheld after escalation |
16 |
16 |
|
Number of escalated complaints partially upheld at stage 2 as a % of all escalated complaints closed in full at stage 2 |
43% |
34% |
|
% Of complaints upheld or partially upheld after escalation |
67% |
62% |
|
Number of complaints not upheld after escalation |
10 |
17 |
|
Number of escalated complaints not upheld at stage 2 as a % of all escalated complaints closed in full at stage 2. |
27% |
36% |
|
Number of complaints resolved after escalation |
2 |
1 |
|
Number of complaints resolved after escalation as a % of all complaints closed in full at stage 1 |
5% |
2% |
Indicator 4 – Average Response Times
This indicator shows the average time for responding to complaints. There has been a marked increase in the average number of days taken to respond to both Stage 1 Escalated complaints this year. This is as a result of a number of complex outstanding complaints having been concluded which have impacted on the figures. Whilst the average number of days for response at Stage 2 has decreased, it is still showing in excess of the expected 20 days.
|
|
2022/2023 |
2021/2022 |
|---|---|---|
|
STAGE 1 |
|
|
|
Number of complaints closed at stage 1 (frontline resolution) |
268 |
307 |
|
Average time in working days for a full response at stage 1 |
15.3 |
8.1 |
|
STAGE 2 |
|
|
|
Number of complaints closed at stage 2 (investigation) |
127 |
126 |
|
Average time in working days for a full response at stage 2 |
27.5 |
34 |
|
ESCALATED |
|
|
|
Number of complaints closed after escalation |
37 |
47 |
|
Average time in working days for a full response after escalation |
36.5 |
29.7 |
Indicator 5 – Performance against timescales
Indicator 5 assesses performance compared to the timescales set out by the SPSO and our CHP. Overall, there has been an improvement in the percentage of complaints concluded within timescale.
|
|
2022/2023 |
2021/2022 |
|---|---|---|
|
STAGE 1 |
|
|
|
Number of complaints closed at stage 1 (frontline resolution) |
268 |
307 |
|
Number of complaints closed at Stage 1 within 5 working days. |
174 |
172 |
|
Number of complaints closed at stage 1 within 5 working days as a % of total stage 1 complaints. |
65% |
56% |
|
STAGE 2 |
|
|
|
Number of complaints closed at Stage 2 (investigation) |
127 |
126 |
|
Number of complaints closed at Stage 2 within 20 working days |
73 |
71 |
|
Number of complaints closed at stage 2 within 20 working dates as a % of total stage 2 complaints. |
57% |
56% |
|
ESCALATED |
|
|
|
Number of complaints closed after escalation |
37 |
47 |
|
Number of complaints closed after escalation within 20 working days |
23 |
22 |
|
Number of complaints closed after escalation within 20 working days as a % of total escalated complaints |
62% |
47% |
Indicator 6 Use of Extensions
This indicator measures extensions requested before the deadline has been reached. The figures for 2022/2023 show that there is a reduction in the number of extensions being requested.
|
|
2022/2023 |
2021/2022 |
|---|---|---|
|
STAGE 1 |
|
|
|
Total number of complaints closed at stage 1 |
268 |
307 |
|
Total number of complaints closed at stage 1 where an extension was authorised. |
21 |
72 |
|
Total number of complaints closed at stage 1 where an extension was authorised as a % of total stage 1 complaints. |
8% |
23% |
|
STAGE 2 |
|
|
|
Total number of complaints closed at stage 2 |
127 |
126 |
|
Total number of complaints closed at stage 2 where an extension was authorised. |
33 |
35 |
|
Total number of complaints closed at stage 2 where an extension was authorised, as a % of total stage 2 complaints |
26% |
28% |
|
ESCALATED |
|
|
|
Total number of complaints closed after escalation |
37 |
47 |
|
Total number of complaints closed after escalation where an extension was authorised |
10 |
17 |
|
Total number of complaints closed after escalation where an extension was authorised as a % of complaints escalated |
27% |
36% |
The SPSO requires councils to have processes in place to help them learn from complaints and review and change service delivery if required. The Council considers complaints as important feedback and an opportunity to improve its services and will continue to monitor recommendations and outcomes/responses for learning opportunities in partnership with other Council services.
If dissatisfied with the Council’s response, some customers will choose to take their complaint to the SPSO, whose office will review both the Council’s service delivery and handling of the customer’s complaint. If the SPSO upholds or partially upholds a complaint, they will make recommendations to the Council. These recommendations are discussed with the service teams and any required changes are implemented with evidence provided to the SPSO. Specific improvement actions will vary depending on the nature of each case.
The following table details the complaints considered by the SPSO in 2022/23:
|
|
2022/2023 |
INVESTIGATION OUTCOMES |
|
|---|---|---|---|
|
Total number of complaints received by the SPSO |
23 |
|
|
|
Complaints investigated by the SPSO |
3 |
|
1=Partially Upheld 2=still under investigation |
|
Complaints not taken forward by the SPSO |
20 |
|
|
|
Complaint still open - no decision yet |
2 |
|
|
|
Outcomes received for complaints submitted in a previous year. |
1 |
|
Upheld |
Information from previous year for comparison purposes.
|
|
2021/2022 |
INVESTIGATION OUTCOMES |
|
|---|---|---|---|
|
Total number of complaints received by the SPSO |
26 |
|
|
|
Complaints investigated by the SPSO |
1 |
|
Ongoing no outcomes yet |
|
Complaints not taken forward by the SPSO |
24 |
|
|
|
Complaint still open - no decision yet |
2 |
* |
|
|
Outcomes received for complaints submitted in a previous year. |
3 |
|
2 – partially upheld 1 - upheld |
* this figure includes the 1 complaint under investigation
The Complaints Team is currently working with colleagues in the Business and Digital Change Team regarding the design of complaint handling for the new Customer Relationship Management system. It is anticipated that the new system will provide enhanced reporting capabilities, enabling the team to supply services with better data on complaints.
The Complaints Team continues to engage with all Council services towards continuous improvement on the complaints handling process. The Council considers complaints as important feedback and an opportunity to improve services and will continue to monitor recommendations and outcomes/responses for learning opportunities in partnership with all Council services.