The Council wants to make sure that our Customer service is of the highest possible standard, so it is of paramount importance that we learn from complaints in order to prevent mistakes being repeated. Because of this we have processes in place to ensure that recommendations are implemented and recorded.
Quarter 2 - September 2019
As a council we want to make sure we learn and implement 100% of recommendation from our complaints. Recommendations are being completed but taking longer than the timescale set. We are working with services to improve our performance.
Quarter 1 - June 2019
Target achieved in April to June 19. All recommendations from 2018/19 completed.
Quarter 4 - March 2019
For year 2018/2019 - 168 of the 169 (99.4%) complaints recommendations have been met. There is no expectation that the 1 outstanding recommendation will not be completed, just that it is taking longer than expected.
Quarter 3 - December 2019
All 39 recommendations from complaints due in the period October to December 2018 were completed.
Quarter 2 - September 2018
3rd consecutive quarter of 100% complaints resolutions implemented
Quarter 1 - June 2018
100% of recommendation from complaints implemented against a target of 100%
Quarter 4 - March 2018
In quarter 4 there were 26 recommendations recorded from customer complaint resolutions. 100% of those recommendations have been implemented.