Item 14 - Appendix 2
West Dunbartonshire Council · 15 June 2022
Back to Audit Committee — 15 June 2022 and its agenda
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Page 1
Year 2020-21 Performance & Monitoring Total Complaints Received Complaints Received Stage 1 Complaints Received Stage 2 People & Technology 0 0 0 Regulatory 18 15 3 Resources 84 73 11 Communications, Culture, Communities & Facilities 31 30 1 Education, Learning & Attainment 107 96 11 Roads & Neighbourhood 216 205 11 Housing & Employability 80 67 13 Regeneration 249 227 22 Totals 785 713 72 0 517 122 6 1 8 0 64 56 9 0 2 785 Complaints Received Complaint Category Upheld per category Stage 1 Below declared service standard 0 Citizen expectation not met - quality of service 194 Citizen expectation not met – timescales 66 Council policy – does not meet criteria 0 Council policy – charges 0 Delay in service delivery 0 Error in Service Delivery 21 Council policy – level of service provision 0 Employee behaviour 19 Failure to deliver service 3 Service standards not declared 0 Total 303 Contractor 0 Appendix 2
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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 0 0 0 0 0 0 0 9 7 4 2 1 55 8 57 49 26 14 9 408 8 25 24 19 4 1 100 4 80 71 60 6 5 424 6 161 153 114 20 19 877 6 56 43 33 6 4 199 5 189 162 86 30 46 2010 12 577 509 342 82 85 4073 8 Channel Received Social Media Complaints Closed Upheld per category Stage 1 Upheld per category Stage 2 Performance % of complaints closed within SPSO timescales 0 0 average working days to close Stage 1 complaints 194 27 average working days to close Stage 2 complaints 66 7 % of Stage 1 complaints upheld 0 0 0 0 % of Stage 2 complaints upheld 0 0 E-mail 21 0 Internal Complaints form 0 0 19 1 Online Complaints form 3 0 In Writing 0 0 By telephone 303 35 TOTAL 0 0 Face to Face
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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 0 0 0 0 0 0 0 2 1 0 1 55 28 1 8 5 1 2 112 61 5 1 1 0 0 20 20 0 9 8 0 1 95 29 6 8 1 2 5 223 74 4 13 8 1 4 281 64 7 27 5 4 18 1145 150 7 68 29 8 31 1931 28 30 80% 8 28 60% 51% 272 0 372 10 10 121 0 0 785 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 Upheld Stage 1 Not Upheld Stage 1 Upheld Stage 2 Not upheld Stage 2 Withdrawn 0 0 0 0 0 3 4 1 1 0 26 23 3 5 0 11 13 0 1 0 36 35 2 7 0 96 57 5 3 0 16 27 4 9 1 115 47 20 7 0 303 206 35 33 1