Item 9 Appendix 2 - Complaints Summary 2024-25
West Dunbartonshire Council · 10 December 2025
Back to Audit Committee — 10 December 2025 and its agenda
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Year 2024-25 Performance & Monitoring 2024/25 Total Complaints Received Complaints Received Stage 1 Complaint s Received Stage 2 Total complaints closed Closed at Stage 1 Closed within 5 Working Days Citizen, Culture & Facilities 25 24 1 25 24 20 Education, Learning & Attainment 52 44 8 41 29 22 Housing & Employability 490 447 43 456 426 226 People & Technology 0 0 0 0 0 0 Regulatory & Regeneration 14 13 1 13 13 7 Resources 54 48 6 43 36 18 Roads & Neighbourhood 998 972 26 908 888 853 Totals 1633 1548 85 1486 1416 1146 0 1259 209 0 0 18 0 66 42 4 0 35 1633 Complaints Received Complaints Closed Complaint Category Upheld per category Stage 1 Upheld per category Stage 2 Below declared service standard 0 0 Citizen expectation not met - quality of service 1002 12 Citizen expectation not met – timescales 66 5 Council policy – does not meet criteria 0 0 Council policy – charges 0 0 Delay in service delivery 0 0 Error in Service Delivery 21 0 Council policy – level of service provision 0 0 Employee behaviour 43 0 Failure to deliver service 0 4 Service standards not declared 0 0 Total 1144 22 Contractor 12 1 Item 9 Appendix 2
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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 3 1 83 3 1 0 0 1 43 5 2 145 5 7 4 3 0 111 138 62 2765 6 30 11 13 6 730 0 0 0 0 0 0 0 0 0 3 3 89 7 0 0 0 0 0 12 6 252 7 2 2 0 0 16 18 17 4557 5 11 4 3 4 335 179 91 7891 6 51 21 19 11 1235 Channel Received 188 1165 13 1 265 1 Social Media 0 1633 Complaints Closed Performance % of complaints closed within SPSO timescales average working days to close Stage 1 complaints average working days to close Stage 2 complaints % of Stage 1 complaints upheld % of Stage 2 complaints upheld Equalities E-mail Equality concern raised Internal Complaints form Online Complaints form In Writing By telephone TOTAL Face to Face
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Outcome 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 43 0 21 3 0 1 0 16 0 16 13 5 2 5 24 0 239 187 12 18 0 0 0 0 0 0 0 0 0 0 5 8 0 0 0 8 0 17 19 0 2 5 30 0 846 42 5 6 9 24 0 1144 272 22 29 19 93% 6 24 81% 43% 0 Complaints Closed Equalities
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