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 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.