Item 9 - Appendix 2
West Dunbartonshire Council · 3 May 2023
Back to Audit Committee — 3 May 2023 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
Page 1
Year 2021-22 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days to close S2 Escalated from Stage 1 to 2 Upheld Stage 1 Not Upheld Stage 1 Upheld Stage 2 Not upheld Stage 2 Withdrawn People & Technology 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Regulatory 18 15 3 9 7 4 2 1 55 8 2 1 0 1 55 28 1 3 4 1 1 0 Resources 84 73 11 57 49 26 14 9 408 8 8 5 1 2 112 61 5 26 23 3 5 0 Communications, Culture, Communities & Facilities 31 30 1 25 24 19 4 1 100 4 1 1 0 0 20 20 0 11 13 0 1 0 Education, Learning & Attainment 107 96 11 80 71 60 6 5 424 6 9 8 0 1 95 29 6 36 35 2 7 0 Roads & Neighbourhood 216 205 11 161 153 114 20 19 877 6 8 1 2 5 223 74 4 96 57 5 3 0 Housing & Employability 80 67 13 56 43 33 6 4 199 5 13 8 1 4 281 64 7 16 27 4 9 1 Regeneration 249 227 22 189 162 86 30 46 2010 12 27 5 4 18 1145 150 7 115 47 20 7 0 Totals 785 713 72 577 509 342 82 85 4073 8 68 29 8 31 1931 28 30 303 206 35 33 1 80% 0 8 517 28 122 60% 6 51% 1 8 Channel Received 0 272 0 64 372 56 10 9 10 0 121 2 0 Social Media 0 785 785Total 303 35 TOTAL Contractor 0 0 Face to Face Failure to deliver service 3 0 In Writing Service standards not declared 0 0 By telephone Error in Service Delivery 21 0 Internal Complaints form Council policy – level of service provision 0 0 Employee behaviour 19 1 Online Complaints form Equalities Delay in service delivery 0 0 E-mail Equality concern raised Council policy – charges 0 0 % of Stage 2 complaints upheld Council policy – does not meet criteria 0 0 Citizen expectation not met – timescales 66 7 % 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 194 27 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 Appendix 2