Appendix 1
Perth and Kinross Council · 30 November 2022
Back to Scrutiny and Performance Committee — 30 November 2022 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 151,950. Year Total number of complaints received Total number of complaints closed Number of complaints received per 1000 population 2021-22 1784 1676 11.7 2020-21 1328 1283 8.8 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 2021-22 1523 (91%) 55 (3%) 98 (6%) 2020-21 1207 (94%) 33 (3%) 43 (3%) Indicator 3 – The number of complaints upheld, partially upheld, or not upheld 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. A new outcome of “resolved” was introduced in this reporting year, meaning that this is the first year that this outcome is reportable.
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Complaints closed at Stage 1 Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2021-22 1523 358 (24%) 448 (30%) 75 (4.9%) 642 (42%) 2020-21 1207 310 (26%) 628 (52%) 269 (22%) N/A Complaints closed at Stage 2 Year Number of complaints closed Upheld Not upheld Partially upheld Resolved 2021-22 55 6 (11%) 26 (47%) 23 (42%) 0 2020-21 33 3 (9%) 22 (67%) 8 (24%) N/A Escalated complaints closed Year Number of complaints closed Upheld Not upheld Partially upheld 2021-22 98 5 (5%) 53 (54%) 40 (41%) 2020-21 43 9 (21%) 18 (42%) 16 (37%) 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) 2021-22 5 days 30.7 days 26.3 days 2020-21 6.7 days 28.9 days 28 days
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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. Year Stage 1 complaints closed within 5 working days Stage 2 complaints closed within 20 working days Escalated complaints closed within 20 working days 2021-22 71.4% 36.4% 23.5% 2020-21 71.3% 42.4% 51.2% 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 e.g. 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 2021-22 28.6% 63.6 40.8% 2020-21 26.8% 38.2% 32.6%