Appendix 1 - SPSO Performance Indicators
Perth and Kinross Council · 20 November 2024
Back to Scrutiny and Performance Committee — 20 November 2024 and its agenda
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Appendix 1 SPSO Performance Indicators In these indicators, the term “closed” refers to a complaint to which a customer has had a response, or which they have chosen to withdraw. It should also be noted that the number of complaints recorded in a year is greater than the number of those complaints actually processed, i.e. completed, within the year. Indicator 1 – The total number of complaints received per 1000 of the population This indicator records the total number of complaints received by the Council. The mid-year estimate of the Council’s population was 153,810. Year Total number of complaints received Total number of complaints closed Number of complaints received per 1000 population 2023-24 1,981 1,834 12.8 2022-23 1,944 1,855 12.6 2021-22 1,784 1,676 11.7 Indicator 2 – Complaints closed at Stage 1 and Stage 2 as a percentage of all complaints closed Year Closed at Stage 1 Closed at Stage 2 Closed after escalation 2023-24 1,649 (90%) 56 (3%) 129 (7%) 2022-23 1,673(90%) 48 (3%) 134 (7%) 2021-22 1,425 (91%) 55 (3%) 98 (6%) Indicator 3 – The number of complaints upheld, partially upheld, not upheld or resolved Stage 1 complaints are more likely to have only one complaint point, whereas Stage 2 complaints typically have multiple complaint points. The SPSO’s guidance indicates that single complaint points can’t be “partially upheld”; a definite conclusion of “upheld” or “not upheld” must be reached for each one. Complaints can be classified as “partially upheld” if they contain multiple complaint points for which different conclusions are reached. Resolved is when both Perth & Kinross Council and the customer agree what action (if any) will be taken to provide a full and final resolution for the customer, without making a decision about whether the complaint is upheld or not upheld.
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Complaints closed at Stage 1 Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2023-24 1,649 339 (21%) 56 (33%) 52 (3%) 702 (43%) 2022-23 1,673 362 (22%) 544 (32.5%) 60 (3.6%) 707 (42.3%) 2021-22 1,425 326 (22%) 419 (30%) 69 (5%) 611 (43%) Complaints closed at Stage 2 Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2023-24 56 2 (3.5%) 23 (41%) 31 (55%) 0 2022-23 48 4 (8.3%) 28 (48%) 16 (33.3%) 0 2021-22 55 6 (11%) 26 (47%) 23 (42%) 0 Complaints closed after escalation Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2023-24 129 15 (11.6%) 61 (47.2%) 52 (40.3%) 1 (0.7%) 2022-23 134 19 (13.4%) 58 (42.5%) 57(42.5%) 0 2021-22 98 5 (5%) 53 (54%) 40 (41%) 0 Indicator 4 – The average time, in working days, for a full response to be issued to complaints at each stage SPSO procedures specify that Stage 1 complaints should be resolved within 5 working days and Stage 2 complaints should be resolved within 20 working days. Year Average time Stage 1 complaints (working days) Average time Stage 2 complaints (working days) Average time escalated complaints (working days) 2023-24 6.1 days 30.9 days 25.5 days 2022-23 5.2 days 30.5 days 22.5 days 2021-22 5 days 30.7 days 26.3 days Indicator 5 – The percentage of complaints, at each stage, which were closed in full within the set timescales This indicator presents the number and percentage of complaints closed within 5 working days at Stage 1 and 20 working days at Stage 2.
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Year Stage 1 complaints closed within 5 working days Stage 2 complaints closed within 20 working days Escalated complaints closed within 20 working days 2023-24 63% 32% 47% 2022-23 71.7% 37.5% 56.7% 2021-22 71.4% 36.4% 23.5% Indicator 6 – The percentage of complaints, at each stage, where an extension to the 5 or 20 working days response timescales has been authorised The Council’s CHP allows for an extension to the timescales for response to be authorised in certain circumstances for example, when a customer is unavailable or unable to agree what is to be investigated, when a key member of staff is absent from work or during school holidays. Year % of Stage 1 complaints closed where an extension was authorised % of Stage 2 complaints closed where an extension was authorised % of escalated complaints closed where an extension was authorised 2023-24 36.9% 78% 53% 2022-23 28.3% 68.8% 50% 2021-22 28.6% 63.6 40.8% Learning from Complaints Category of Complaint by SPSO Themes % Service Provision 63.75% Employee 14% Communications 10% Policy & Procedure 8% Other 4% Equalities 0.25% Recurring Themes Provision of service - unhappy with service and/or information provided Communication – timescales or lack of response within customer service standards Service Provision - Expectations of customers not aligned with what we are able to provide