Complaints and Compliments Annual Report 2006/2007
Report of the Complaints Manager
1.0Complaints and Compliments Annual Report.
1.1Purpose of Report.
To give an overview of complaints and compliments activity for the year 2006/2007 for corporate and statutory complaints and compliments.
1.1.2The Corporate Complaints Procedure.
We operate a corporate complaints procedure. The Complaints Team manages the procedure. Any member of staff can record complaints. There is a central record (database) of all complaints, which can be analysed to identify issues and the lessons to be learnt from complaints. This enables us to improve performance and offer an improved service to our customers.
Council staff respond to a wide range of complaints. Complaints are dealt with in the following way:
The emphasis is to try and resolve complaints at the informal stages, which are the problem solving stages (stage one and stage two).
Where this can not be achieved, complaints, at the request of the complainant progress to a formal stage (stage three). A person not from the same service area of the Council conducts an investigation (usually a senior manager not connected with the complaint).
If the complainant remains dissatisfied the complaint can be progressed to the fourth and final stage. The complaint is passed to the Chief Executive who will conduct a review.
If the complainant remains dissatisfied the complainant is advised to contact the Local Government Ombudsman.
1.2Summary of complaints and compliments registered in 2006/2007.
1.2.1There have been 859 complaints registered in 2006/2007. In 2005/2006 419 complaints were recorded. This is a105% increase in complaints.
1.2.2 99% of complaints were dealt with at the informal stages (stage and one and two). The target for 2006/2007 was 96%.
1.2.3Four complaints progressed to stage three of the complaints procedure. This compares to five in the previous year.
1.2.4Two stage three complaints progressed to stage four. Of the remaining two stage three complaints one complaint was resolved, the other is ongoing.
1.3Breakdown of Complaints by Directorate.
Directorate / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total06/07 / Total
05/06
Community Services / 259 / 190 / 91 / 97 / 637 / 257
Resources / 34 / 38 / 23 / 32 / 127 / 84
Strategic Services / 8 / 9 / 6 / 8 / 31 / 50
Public Health / 4 / 3 / 4 / 1 / 12 / 12
Education and Children’s Services / 0 / 3 / 3 / 7 / 13 / 13
Customer Services / 14 / 12 / 2 / 6 / 34 / N/A
Adult Services / 0 / 1 / 3 / 1 / 5 / 3
Total / 319 / 256 / 133 / 152 / 859 / 419
1.3.1Complaints have significantly increased in 2006/2007. This was for the following reasons:
By positive discussion and training, the difference between a complaint and a service request is now clearly understood.
The profile of complaints has continued to be promoted throughout the council.
The closure of public toilets, the introduction of wheelie bins and kerbside paper collection have been factors in the increase in complaints.
Complaint leaflets and posters have been designed. The leaflets have been awarded the crystal mark. Posters have been placed in public areas to raise the awareness of complaints.
Training staff at our contact centre has raised awareness of how to deal with and register complaints.
1.3.2Overview of Community Services
Community Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalW&R Domestic Waste Collections / 82 / 56 / 32 / 25 / 195
W&R Green Waste Collections / 79 / 55 / 10 / 11 / 155
W&R Kerbside Paper Collections / 61 / 18 / 21 / 19 / 119
Transport and Highways / 4 / 5 / 5 / 3 / 17
Streetcare / 15 / 25 / 7 / 11 / 58
Highways Maintenance / 3 / 8 / 4 / 1 / 16
Traffic and Parking / 1 / 1 / 6 / 8 / 16
Road Safety / 0 / 0 / 1 / 1 / 2
Street Lighting / 0 / 1 / 0 / 0 / 1
Trees and Woodlands / 0 / 1 / 0 / 0 / 1
Parks Grass and Shrubs / 0 / 4 / 2 / 2 / 8
Trading Standards and Licensing / 1 / 0 / 1 / 0 / 2
Tudor Grange Sports Centre / 1 / 0 / 0 / 0 / 1
North Solihull Sports Centre / 1 / 0 / 0 / 0 / 1
Sports and Recreation / 2 / 0 / 0 / 1 / 3
Arts Complex / 2 / 1 / 0 / 3 / 6
Community Services / 7 / 10 / 0 / 7 / 24
Central Library / 0 / 5 / 1 / 4 / 10
Community Libraries / 0 / 0 / 1 / 1 / 2
Total for Community Services / 259 / 190 / 91 / 97 / 637
Significant Areas of Complaint.
Community Services recorded the most complaints within the Council. This was expected as the Directorate provides the majority of our front line services. 637 complaints were registered in 2006/2007. This compares to 419 in 2005/2006. This is an increase of 52%.
Within Community Services, Waste and Recycling account for the largest proportion of complaints (74%). Again, this reflects the nature of the service, which affects every single household in the borough. However there has been a down turn in the amount of complaints being made about Waste and Recycling. This is because:
- The Kerbside Paper Collection Service with a new contractor has resolved its initial collection problems.
- Green Waste Collections are seasonal.
- Complaints about the distribution of green wheelie bins have decreased as more of the borough receive wheelie bins.
- Identifying complaints about services delivered different contractors has assisted the Waste and Recycling Team in addressing service delivery issues.
The table below shows the downturn.
As a result of the overall increase in complaints for Community Services, a member of staff has been appointed to make sure complaints within Transport, Highways and the Environment are dealt with. Performance in dealing with complaints has improved, learning is being recorded and fed back to the Complaints Team.
Learning
Learning has been recorded predominantly by Transport, Highways and the Environment. Learning has identified:
- How to improve communication between service areas.
- Identifying staff training issues.
- Making sure that services are available as advertised to the public.
- Performance manage contractors when complaints have been made.
Time scales
98% of complaints were dealt with in correct time scales. This compares to 90% for 2005/2006. This is encouraging considering there has been a 52% increase in the number of complaints for 2006/2007.
Community Services Times Scales 2006/2007
Community Services Time Scales 2005/2006
1.3.3Overview of Resources
Resources / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalResources / 1 / 1 / 0 / 0 / 2
Council Tax / 33 / 0 / 0 / 20 / 53
Revenues and Benefits / 0 / 37 / 23 / 11 / 71
Property Services / 0 / 0 / 0 / 1 / 1
Total / 34 / 38 / 23 / 32 / 127
Significant Areas of Complaint.
Resources received 127 complaints for 2006/2007. Comparing this to 2005/2006 (84) there has been a 51% increase in complaints.
Council Tax and Benefits received 124 (98%) of Resources complaints.
Council Tax have allocated a member of staff to co-ordinate complaints to ensure that time scales are being met.
Learning
Resources have identified points of learning as a result of complaints. These include:
- Changes in procedure.
- Training has been identified.
- As a consequence of complaints a system upgrade has been highlighted.
Time scales
Resources Time Scales 2006/2007
Resources Time Scales 2005/2006
84% of complaints were dealt with in correct time scales at the informal stages. This compares to 76.5 % in 2005/2006. Resources performance overall was affected by more complaints being dealt with outside time scales in the third and fourth quarter. This has been highlighted to senior officers who are reassessing how the Directorate processes complaints.
1.3.4Overview of Strategic Services
Strategic Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalComplaints Team / 1 / 0 / 0 / 0 / 1
Communications Division / 0 / 0 / 0 / 1 / 1
Planning Services / 5 / 8 / 5 / 6 / 24
Legal Services / 1 / 0 / 1 / 0 / 2
Committee Services / 1 / 0 / 0 / 1 / 2
Economic Development / 0 / 1 / 0 / 0 / 1
Total / 8 / 9 / 6 / 8 / 31
Significant Areas of Complaint.
Planning Services accounted for 77% of complaints.
It was expected that this would be the highest service area for complaints due to the nature of the service it provides. In 2005/2006
21 complaints were received.
Learning
There have been no learning points provided by Strategic Services.
Time scales
Strategic Services 2006/2007
Strategic Services Time Scales 2005/2006
65% of complaints that were resolved at the informal stages were dealt with in correct time scales. This compares to 54.5% in 2005/2006. There has been a small improvement, we are working with service areas such as Planning Services to improve performance.
1.3.5Overview of Public Health and Protection
Public Health and Protection / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalEnvironmental Protection / 2 / 1 / 3 / 1 / 7
Cemeteries and Crematoria / 0 / 0 / 1 / 0 / 1
Public Health / 2 / 2 / 0 / 0 / 4
Total / 4 / 3 / 4 / 1 / 12
Significant Areas of Complaint.
The amount of complaints registered has remained the same. The highest area of complaint has been Environmental Protection (58%).
Learning
Public Health have identified learning as a result of complaints. These are:
- Training issues identified.
- Information displayed on website altered.
- A process review of the abounded vehicles procedure.
Time scales
Public Health Time Scales 2006/2007.
Public Health Time Sales 2005/2006
75% of complaints that were resolved at the informal stages were dealt with in correct time scales. This compares to 69% last year. Performance has improved, time delays have been caused by complaints of a complex nature.
1.3.6Overview of Education and Children’s Services
Education and Children’s Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalEducation Strategy / 0 / 1 / 0 / 0 / 1
Pupil Welfare / 0 / 1 / 0 / 0 / 1
School Admissions / 0 / 0 / 1 / 0 / 1
School Improvements and Advisory Services / 0 / 0 / 1 / 0 / 1
School Complaints Procedure / 0 / 0 / 1 / 1 / 2
Youth and Community Services / 0 / 1 / 0 / 1 / 2
Education and Children’s Services / 0 / 0 / 0 / 4 / 4
Special Educational Needs / 0 / 0 / 0 / 1 / 1
Total / 0 / 3 / 3 / 7 / 13
Significant Areas of Complaint
There are no significant areas of complaint. Complaints have remained at the same level as the previous year.
Learning
No learning points have been provided.
Time scales
31% of complaints were dealt with at the informal stages were completed in correct time scales. This compares to 10.5% in 2005/2006. In part, poor performance is due to complaints being resolved but not being accurately recorded on the system. This would account for half of the complaints. The remaining; is due to time scales not being adhered to.
Education and Children’s Services Time Scales 2006/2007
Education and Children's Services Time Scales 2005/2006
1.3.7Overview of Customer Services
Customer Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalRegistration Services / 2 / 1 / 0 / 2 / 5
Human Resources / 0 / 1 / 0 / 0 / 1
Solihull Connect Walk In Centre / 2 / 2 / 2 / 2 / 8
Solihull Connect Contact Centre / 10 / 8 / 0 / 2 / 20
Total / 14 / 12 / 2 / 6 / 34
Customer Services is a new Directorate, so there are no figures for comparison for the previous year.
Significant Areas of Complaint.
Solihull Connect Contact Centre received 20 complaints (59%).
Learning
- As a result of complaints made about the Contact Centre; that people were unhappy with the length of waiting time to speak to a Customer Services Advisor. More staff were recruited to resolve this issue. As a result waiting times and the amount of complaints reduced.
- Staff training issues were also identified for individuals and teams.
Time scales
Customer Services Time Scales for 2006/2007.
1.3.8Overview of Solihull Care Trust’s Adult Social Services
Adult Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalAdult Services / 0 / 1 / 3 / 1 / 5
Total / 0 / 1 / 3 / 1 / 5
Five complaints were recorded for the year. Solihull Care Trust’s Adult Social Services follows its own statutory complaints procedure.However, some complaints are dealt with through the Corporate Complaints Procedure in 2006/2007 these were about: data protection issues; length of time taken to deal with complaints; and contractual issues.
Learning
Adult Social Services have learnt the following as a result of receiving complaints:
- Improving communication with service users.
- Training issues about Data Protection.
- Adherence to time scales.
Time Scales
Only one complaint was not dealt with in correct time scales; this was because extra time was required by the complainant.
Adult Social Services 2006/2007
Adult Social Services 2005/2006
1.4 Categories of Complaint for Corporate Complaints.
1.4.1We analyse complaints by category of complaint. There are eleven different categories these are:
- Dissatisfaction with the way we administer policies.
- Dissatisfaction with a decision.
- Dissatisfaction with service delivery.
- Faulty procedure or failure to follow correct procedures.
- An avoidable delay in responding to service requests.
- Misleading or unsuitable advice.
- Unfairness, bias and prejudice.
- Refusal to answer reasonable questions.
- Impoliteness or rudeness.
- A mistake in handling a claim.
- Failure to meet a standard has caused worry or distress.
Any one complaint may have more than one category. In 2006/2007 136 complaints fell into more than one category.
1.4.2The following table gives a breakdown of categories by Directorate.
Dissatisfaction with the way we administer policies.Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 24 / 19 / 6 / 11 / 60
Resources / 8 / 10 / 3 / 9 / 30
Public Health / 1 / 1 / 1 / 0 / 3
Strategic Services / 0 / 1 / 0 / 0 / 1
Education and Children’s Services / 0 / 1 / 0 / 0 / 1
Adult Services / 0 / 1 / 0 / 0 / 1
Customer Services / 0 / 0 / 0 / 0 / 0
Total / 33 / 33 / 10 / 20 / 96
Dissatisfaction with a decision.
Directorate / Qtr 1 / Qtr2 / Qtr 3 / Qtr 4 / Total
Community Services / 7 / 32 / 3 / 13 / 55
Resources / 4 / 5 / 5 / 7 / 21
Public Health / 2 / 1 / 2 / 0 / 5
Strategic Services / 2 / 5 / 1 / 4 / 12
Education and Children’s Services / 0 / 1 / 2 / 4 / 7
Adult Services / 0 / 1 / 1 / 1 / 3
Customer Services / 1 / 0 / 0 / 0 / 1
Total / 16 / 45 / 14 / 29 / 104
Dissatisfaction with service delivery.
Directorate / Qtr1 / Qtr2 / Qtr3 / Qtr4 / Total
Community Services / 178 / 104 / 66 / 60 / 408
Resources / 19 / 18 / 7 / 13 / 57
Public Health / 0 / 1 / 1 / 1 / 3
Strategic Services / 5 / 2 / 3 / 2 / 12
Education and Children’s Services / 0 / 1 / 1 / 1 / 3
Adult Services / 0 / 1 / 1 / 2 / 4
Customer Services / 2 / 10 / 1 / 3 / 16
Total / 204 / 137 / 80 / 82 / 503
Faulty procedure or failure to follow correct procedure.
Directorate / Qtr 1 / Qtr2 / Qtr3 / Qtr4 / Total / Qtr3 / Qtr 4 / Total
Community Services / 2 / 1 / 3 / 1 / 7
Resources / 2 / 0 / 3 / 2 / 7
Public Health / 0 / 0 / 0 / 0 / 0
Strategic Services / 1 / 0 / 1 / 1 / 3
Education and Children’s Services / 0 / 0 / 0 / 0 / 0
Adult Services / 0 / 0 / 0 / 1 / 1
Customer Services / 0 / 0 / 0 / 0 / 0
Total / 5 / 1 / 7 / 5 / 18
An avoidable delay in responding to service requests.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 76 / 30 / 13 / 7 / 126
Resources / 5 / 7 / 5 / 13 / 30
Public Health / 0 / 0 / 0 / 0 / 0
Strategic Services / 0 / 0 / 0 / 0 / 0
Education and Children’s Services / 0 / 0 / 0 / 0 / 0
Adult Services / 0 / 0 / 1 / 0 / 1
Customer Services / 11 / 2 / 0 / 1 / 4
Total / 92 / 39 / 19 / 21 / 171
Misleading or unsuitable advice.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 1 / 1 / 1 / 1 / 4
Resources / 3 / 0 / 2 / 3 / 8
Public Health / 0 / 0 / 0 / 0 / 0
Strategic Services / 0 / 0 / 0 / 1 / 1
Education and Children’s Services / 0 / 0 / 0 / 0 / 0
Adult Services / 0 / 0 / 0 / 0 / 0
Customer Services / 0 / 1 / 0 / 1 / 1
Total / 4 / 2 / 3 / 6 / 15
Unfairness, bias or prejudice.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 1 / 1 / 0 / 1 / 3
Resources / 0 / 0 / 0 / 0 / 0
Public Health / 0 / 0 / 0 / 0 / 0
Strategic Services / 1 / 1 / 0 / 1 / 3
Education and Children’s Services / 0 / 0 / 0 / 0 / 0
Adult Services / 0 / 0 / 0 / 1 / 1
Customer Services / 0 / 0 / 0 / 0 / 0
Total / 2 / 2 / 0 / 3 / 7
Refusal to answer reasonable questions.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 0 / 0 / 0 / 0 / 0
Resources / 2 / 0 / 0 / 0 / 2
Public Health / 0 / 0 / 0 / 0 / 0
Strategic Services / 0 / 0 / 0 / 0 / 0
Education and Children’s Services / 0 / 0 / 0 / 1 / 1
Adult Services / 0 / 0 / 1 / 0 / 1
Customer Services / 0 / 0 / 0 / 0 / 0
Total / 2 / 0 / 1 / 1 / 4
Impoliteness or Rudeness.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 8 / 3 / 4 / 8 / 23
Resources / 2 / 0 / 0 / 0 / 2
Public Health / 1 / 1 / 0 / 0 / 2
Strategic Services / 0 / 0 / 1 / 0 / 1
Education and Children’s Services / 0 / 0 / 1 / 3 / 4
Adult Services / 0 / 0 / 0 / 0 / 0
Customer Services / 1 / 0 / 1 / 0 / 2
Total / 12 / 4 / 7 / 11 / 34
A mistake in handling a claim.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 0 / 0 / 0 / 0 / 0
Resources / 4 / 0 / 1 / 6 / 11
Public Health / 0 / 0 / 0 / 0 / 0
Strategic Services / 0 / 0 / 0 / 0 / 0
Education and Children’s Services / 0 / 0 / 0 / 0 / 0
Adult Services / 0 / 0 / 0 / 0 / 0
Customer Services / 0 / 0 / 0 / 0 / 0
Total / 4 / 0 / 1 / 6 / 11
Failure to meet a standard has caused worry or distress.
Directorate / Qtr 1 / Qtr 2 / Qtr3 / Qtr 4 / Total
Community Services / 1 / 8 / 5 / 2 / 16
Resources / 8 / 2 / 2 / 0 / 12
Public Health / 0 / 0 / 1 / 0 / 1
Strategic Services / 0 / 0 / 0 / 0 / 0
Education and Children’s Services / 0 / 0 / 1 / 1 / 2
Adult Services / 0 / 0 / 0 / 0 / 0
Customer Services / 0 / 1 / 0 / 0 / 1
Total / 9 / 11 / 9 / 3 / 32
Overall Total / 383 / 274 / 151 / 187 / 995
1.5 Ombudsman Requests.
Quarter One
Department/Officer / Date Received / Response Date / Ombudsman DecisionCouncil Tax / 08/05/06` / Closed 13/07/06 / No action
Social Services / 12/05/06 / Closed 13/11/06 / No action
Planning Services / 20/05/06 / Closed 29/09/06 / Local settlement £100
Planning Services / 20/05/06 / Closed 10/07/06 / No action
Education Admissions / 24/05/06 / Closed 24/06/06 / Local settlement
Solihull Community Housing / June 2006 / Closed 23/08/06. / No action
Quarter Two
Department/Officer / Date Received / Response Date / Ombudsman DecisionSCH – Condition of housing block
Mat Cooney / 21 August 2006 / Due 10 November 2006 / Awaited
Education Admissions ( Lois Brough)
School Appeal (Jane Game) / 5 July 2006 / 18 July 2006 / 25 August 2006 insufficient evidence of maladministration
Quarter Three
Department/Officer / Date Received / Response Date / Ombudsman DecisionSpecial Educational Needs / 12/10/06 / 10/11/06.
Response sent / Awaiting decision.
Special Educational Needs / 1/11/06 / 8/11/06
Response sent / Awaiting decision
Solihull community Housing / 13/11/06 / 5/12/06 / Complaint withdrawn
Solihull community Housing / 13/11/06 / 6/12/06
Response sent / Awaiting decision.
Quarter Four
Department/Officer / Date Received / Response Date / Ombudsman DecisionSolihull Community Housing, Resources
Environmental Protection / 8/03/07 / 05/04/07 / Response awaited.
Community and Economic Regeneration / 19/03/07 / 16/04/07 / Response awaited.
1.6Corporate Compliments.
Directorate / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalCommunity Services / 100 / 139 / 104 / 144 / 487
Public Health / 8 / 5 / 14 / 7 / 34
Education and Children’s Services / 2 / 1 / 0 / 4 / 7
Customer Services / 160 / 37 / 1 / 29 / 227
Resources / 8 / 2 / 76 / 3 / 89
Strategic Services / 8 / 9 / 21 / 10 / 48
Adult Services / 0 / 0 / 1 / 1 / 2
Total / 286 / 193 / 217 / 198 / 894
1.6.1894 compliments were recorded in 2006/2007. This compares to 460 for 2005/2006. This is a 94% increase in compliments.
1.6.2The following tables show the break down by service area.
Community Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / TotalArts complex / 1 / 4 / 0 / 3 / 8
Community Libraries / 9 / 2 / 5 / 5 / 21
Central Library / 8 / 0 / 5 / 12 / 25
Highway Maintenance / 3 / 8 / 5 / 12 / 28
Road Safety / 1 / 14 / 1 / 1 / 17
Streetcare / 13 / 0 / 12 / 13 / 38
Trading Standards and Licensing. / 6 / 0 / 6 / 9 / 21
Traffic and Parking / 9 / 11 / 17 / 4 / 41
Trees and Woodlands / 3 / 3 / 2 / 4 / 12
Street lighting / 0 / 13 / 3 / 6 / 22
Community Services / 7 / 17 / 7 / 17 / 48
Sports and Recreation / 4 / 4 / 3 / 0 / 11
Parks, Grass and Shrubs / 11 / 8 / 2 / 8 / 29
Transport and Highways / 10 / 8 / 16 / 4 / 38
W&R Domestic Waste Collection. / 3 / 7 / 51 / 37 / 98
W&R Kerbside Paper Collection / 2 / 0 / 4 / 2 / 8
W&R Green Waste Collection / 0 / 5 / 0 / 5 / 10
W&R SMBC Staff / 8 / 0 / 1 / 9
Youth and Community / 2 / 0 / 0 / 0 / 2
Crime and Disorder / 0 / 0 / 0 / 1 / 1
Total / 100 / 104 / 139 / 144 / 487
Resources / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total
Council Tax / 4 / 3 / 0 / 2 / 9
Land and Property Services / 2 / 1 / 1 / 1 / 5
Resources / 2 / 1 / 1 / 0 / 4
Total / 8 / 5 / 2 / 3 / 18
Strategic Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total
Private Sector Services / 1 / 0 / 3 / 2 / 6
Planning Services / 2 / 13 / 5 / 5 / 25
North Solihull Regeneration / 0 / 0 / 0 / 1 / 1
Communications Team / 1 / 4 / 1 / 1 / 7
Economic Development / 2 / 2 / 0 / 0 / 4
Electoral Services / 0 / 1 / 0 / 0 / 1
Green Scheme / 2 / 0 / 0 / 0 / 2
Strategic Services / 0 / 1 / 0 / 1 / 2
Total / 8 / 21 / 9 / 10 / 48
Public Health / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total
Cemeteries & Crematoria / 3 / 4 / 0 / 2 / 9
Environment Protection / 5 / 6 / 3 / 5 / 19
Food, Health and Safety / 0 / 3 / 1 / 0 / 4
Public Health / 0 / 1 / 1 / 0 / 2
Total / 8 / 14 / 5 / 7 / 34
Education and Children’s Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total
Special Education Needs / 0 / 0 / 0 / 2 / 2
Education and Children’s Services / 2 / 0 / 0 / 2 / 4
Youth and Community Services / 0 / 0 / 1 / 0 / 1
Total / 2 / 0 / 1 / 4 / 7
Customer Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total
Solihull Connect Walk in Centre. / 123 / 66 / 22 / 21 / 232
Solihull Connect Contact Centre. / 37 / 9 / 11 / 7 / 64
Registration Services / 0 / 1 / 4 / 1 / 6
Total / 160 / 76 / 37 / 29 / 302
Adult Social Services / Quarter 1 / Quarter 2 / Quarter 3 / Quarter 4 / Total
Adult Social Services / 0 / 1 / 1 / 0 / 2
Complaints Manager / 0 / 0 / 1 / 1 / 2
Total / 0 / 1 / 2 / 1 / 4
1.7Customer Satisfaction for Corporate Complaints.
The following table shows a break down of overall customer satisfaction.
Quarter One / Quarter Two / Quarter Three / Quarter FourSatisfaction Rate / 50% / 57.5% / 49% / 46%
Customer Satisfaction has been a top 40 indicator for the Council. The target for 2006/2007 was 45%. Overall customer satisfaction was 51%. Last year customer satisfaction was 46%.
Customer satisfaction forms are sent out six weeks after a complaint has been closed.
If we receive negative feedback , we ensure that the service area is made aware of this. If appropriate, we will reinstate the complaint and progress it to the next stage to ensure that a resolution is reached.
1.8Summary of the year Corporate Complaints.
1.8.1Complaints have increased by 105%.
1.8.299% of complaints were resolved at the informal stages.
1.8.393% of complaints were dealt with in correct time scales.
1.8.4Performance Lead Officers have been trained to produce reports and how to analyse the information to be able to identify areas of risk.
1.8.5Learning points have been formalised, staff have been advised to record learning points after each complaint has been resolved. There is still work to do in this area, learning points are not shared by all Directorates.
1.9 Looking forward.
1.9.1Our aims for 2007/2008 are:
1.9.2Greater consistency of complaint handling across all Directorates.
1.9.3Greater level of recording and compliance to time scales.
1.9.4Continue to develop positive working relationships.
1.9.5The primary goal is to give tangible proof and evidence of learning and service development.
1.9.6We are currently involved in developing CRM to incorporate complaints and compliments. Our aim to be using this system by the end of the next financial year. It is hoped this will enable us to operationally manage complaints more effectively and strategically be more proactive.
2.0Statutory Complaints and Compliments for Solihull Care Trust’s Adult Social Services 2006/2007.
2.1.1Summary of complaints and compliments registered for the financial year 2006/2007 for Adult Social Services.