Appendix 1 - SPSO Performance Indicators
Perth and Kinross Council · 19 November 2025
Back to Scrutiny and Performance Committee — 19 November 2025 and its agenda
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Appendix 1 SPSO Performance 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. The difference in numbers is mainly due to complaints which are still ongoing during the reporting period. The total number of complaints received per 1000 of the population Year Total number of complaints received Total number of complaints closed Number of complaints received per 1000 population 2024-2025 1,604 1,492 10.4 2023-2024 1,981 1,834 12.8 2022-2023 1,944 1,855 12.6 This indicator records the total number of complaints received by the Council. The mid-year estimate of the Council’s population was 153,810. Complaints closed at Stage One and Stage Two as a percentage of all complaints closed Year Closed at Stage 1 Closed at Stage 2 Closed after escalation 2024-2025 1,275 (85%) 76 (5%) 141 (10%) 2023-2024 1,649 (90%) 56 (3%) 129 (7%) 2022-2023 1,673 (90%) 48 (3%) 134 (7%) The number of complaints upheld, partially upheld, not upheld or resolved Complaints closed at Stage One Year Number of complaints closed at Upheld Not upheld Partially upheld Resolved 2024-2025 1,275 227 (17.8%) 462 (36.3%) 50 (3.9%) 536 (42%) 2023-2024 1,649 339 (21%) 56 (33%) 52 (3%) 702 (43%) 2022-2023 1,673 362 (22%) 544 (32.5%) 60 (3.6%) 707 (42.3%) Complaints closed at Stage Two
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Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2024-2025 76 2 (2.6%) 44 (57.9%) 30 (39.5%) 0 2023-2024 56 2 (3.5%) 23 (41%) 31 (55%) 0 2022-2023 48 4 (8.3%) 28 (48%) 16 (33.3%) 0 Complaints closed after escalation Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2024-25 141 14 (9.9%) 81 (57.45%) 45 (31.9%) 1 (0.7%) 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 Stage One complaints usually involve a single issue, while Stage Two complaints often include multiple points. According to SPSO guidance, single point complaints must be either upheld or not upheld, they can't be partially upheld. A complaint can be partially upheld only if it contains multiple points with mixed outcomes. A complaint is considered resolved when both Perth & Kinross Council and the customer agree on an action to fully settle the issue, without deciding whether it is upheld or not. The average time, in working days, for a full response to be issued to complaints at each stage Year Average time Stage One complaints (working days) Average time Stage Two complaints (working days) Average time escalated complaints (working days) 2024-2025 5.8 days 23.1 days 17.2 days 2023-2024 6.1 days 30.9 days 25.5 days 2022-2023 5.2 days 30.5 days 22.5 days SPSO procedures specify that Stage One complaints should be resolved within 5 working days, or if required up to 10 working days if agreed with the customer and Stage Two complaints should be resolved within 20 working days. The percentage of complaints, at each stage, which were closed in full within the set timescales Year Stage 1 complaints closed within 5 working days Stage 2 complaints closed within 20 working days Escalated complaints closed within 20 working days 2024-2025 70.8% 67.1% 85.8% 2023-2024 63% 32% 47% 2022-2023 71.7% 37.5% 56.7%
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The percentage of complaints, at each stage, where an extension to the 5 or 20 working days response timescales has been authorised Year % of Stage One complaints closed where an extension was authorised % of Stage Two complaints closed where an extension was authorised % of escalated complaints closed where an extension was authorised 2024-2025 29.2% 32.9% 14.2% 2023-2024 36.9% 78% 53% 2022-2023 28.3% 68.8% 50%