Background

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 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 Q4 there were 26 recommendations recorded from customer complaint resolutions. 100% of those recommendations have been implemented.