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Corporate Complaints and Compliments

Annual Report 2016/17 - Customer Complaints & Compliments

Introduction

Complaints have been monitored via the Customer Relationship Management system (CRM) making them easier to track and follow up for some time now. Because the CRM system is fully scripted it enables contact centre staff to record complaints and to issue an immediate acknowledgement letter. Emails, letters and complaints received using our comments form, are also logged onto the system. We aim to respond to first stage complaints within 10 working days and 89% of complaints were answered within this target time during 2016/17. In some instances it does take longer than 10 working days to respond if further evidence has to be obtained and in these cases the customer is contacted so they are aware that there may be a delay in responding. The system automatically issues emails to the relevant officers and also follow up emails, to ensure that response times are adhered to.

 

Complaints

During the period 1 April 2016 to 31 March 2017 a total of 64 complaints, were received and dealt with under the corporate complaints scheme. This is down from 2015/16 when we received 85 complaints.

The complaints were split across the directorates as follows:

Chief Executives                    22

(including Planning    

& Finance)  

Health & Wellbeing                 8

People & Places                    33               

Performance and Innovation    1          

 

The borough of Wyre has approximately 110,000 residents and this therefore constitutes 0.0006% of our customer base.

17 complaints were advanced to the second stage of the complaints procedure. This second stage allows customers who were not satisfied with the initial response they received, to request a further investigation, by a senior officer from another service area. If the customer’s complaint has been investigated under both stage 1 and stage 2 and they still feel that the complaint has not been satisfactorily resolved, then they can pursue it with the Local Government Ombudsman.

 

Common Themes

There are no apparent common themes running through the complaints, as has also been the case in previous years. Customers will always complain if they are not happy with the collection of their rubbish or the recovery of a debt. However in some instances it can give a warning of a service that may have a problem or not be performing at the level that is expected.

 

Compliments

A total of 209 compliments were received from customers during the year. These were split across the directorates as follows:

Chief Executives                     4

Health & Wellbeing               88

People & Places                  109

Performance & Innovation       8    

 

Conclusion

We are committed to providing the best customer service we can even in difficult times. Complaints are dealt with by individual departments and any lessons learned can then be implemented by the department.

We take comments, complaints and compliments by telephone, letter, email, text, on our feedback form and also by speaking to a member of staff, to ensure that the process of making complaints and compliments is as easy as possible for customers.

We are always looking at ways to improve the service to residents and welcome any customer feedback to help with improving our services.

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