Item 10 Appendix 2 - Audit Complaints Report 2023-24
West Dunbartonshire Council · 4 December 2024
Back to Audit Committee — 4 December 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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Year 2023-24 Outcome Performance & Monitoring Total Complaints Received Complaints Received Stage 1 Complaints Received Stage 2 Total complaints closed Closed at Stage 1 Closed within 5 Working Days Extension Stage 1 Exceeded S1 deadline after extension ie +10days Total working days to close Stage 1 complaints Average working days to close S1 Closed at Stage 2 Closed within 20 working days Extension Stage 2 Exceeded S2 deadline after extention ie +25 Total working days to close Stage 2 complaints Average working days to close S2 Escalated from Stage 1 to 2 Upheld Stage 1 Not Upheld Stage 1 Upheld Stage 2 Not upheld Stage 2 Resolved Citizen, Culture & Facilities 19 19 0 20 17 11 3 3 82 5 2 2 0 0 23 11.5 0 11 6 1 1 1 Education, Learning & Attainment 26 26 0 14 11 7 1 3 84 8 1 1 0 0 14 14 0 8 3 1 0 2 Housing & Employability 337 318 19 311 298 200 53 45 1826 6 13 7 3 3 259 20 0 172 126 4 9 0 People & Technology 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Regulatory & Regeneration 13 12 1 11 10 7 2 1 48 5 1 0 0 1 94 94 0 2 8 0 1 0 Resources 60 57 3 50 45 21 10 14 423 9 2 1 0 1 59 30 0 25 20 1 1 3 Roads & Neighbourhood 173 170 3 137 107 79 12 16 648 6 0 0 0 0 0 0 0 45 62 0 0 30 Totals 628 602 26 543 488 325 81 82 3111 6 19 11 3 5 449 24 0 263 225 7 12 36 83% 0 6 414 24 146 54% 9 37% 0 1 Channel Received 0 94 0 40 314 1 0 9 0 0 220 8 0 Social Media 0 628 628Total 263 7 TOTAL Contractor 5 0 Face to Face Failure to deliver service 1 0 In Writing Service standards not declared 0 0 By telephone Error in Service Delivery 1 0 Internal Complaints form Council policy – level of service provision 0 0 Employee behaviour 22 1 Online Complaints form Equalities Delay in service delivery 0 0 E-mail Equality concern raised Council policy – charges 3 0 % of Stage 2 complaints upheld Council policy – does not meet criteria 0 0 Citizen expectation not met – timescales 83 2 % of Stage 1 complaints upheld Below declared service standard 0 0 average working days to close Stage 1 complaints Citizen expectation not met - quality of service 148 4 average working days to close Stage 2 complaints Complaints Received Complaints Closed Complaint Category Upheld per category Stage 1 Upheld per category Stage 2 Performance % of complaints closed within SPSO timescales