Customer complaint resolution

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.
We aim to implement 100% of recommendations made from customer complaints.

December 2019 performance

Performance against this measure has constantly been 100%. 
For year 2018/2019 - 168 of the 169 (99.4%) complaints recommendations have been met.

Actions

During 2020 we will be looking for ways to increase the number and quality of recommendations in order to drive improvement even further.