Item 8 - Appendix 2
West Dunbartonshire Council · 13 December 2023
Back to Audit Committee — 13 December 2023 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
Page 1
Year 2022-23 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 29 28 1 27 25 21 2 2 101 4 1 0 1 0 27 27 0 24 1 1 0 1 Education, Learning & Attainment 28 26 2 17 16 12 3 1 64 4 1 1 0 0 12 12 0 8 8 0 1 0 Housing & Employability 60 55 5 48 44 28 6 10 284 6 4 0 1 3 214 54 0 18 26 1 3 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 6 5 1 5 5 2 1 2 40 8 0 0 0 0 0 0 0 3 2 0 0 0 Resources 61 58 3 59 31 23 4 4 260 8 1 0 1 0 35 35 0 16 15 0 1 27 Roads & Neighbourhood 102 100 2 65 51 43 4 4 183 4 0 0 0 0 0 0 0 32 19 0 0 14 Supply, Distribution & Property 356 348 8 328 323 191 56 76 3507 11 5 3 2 0 115 23 0 248 75 3 2 0 Totals 642 620 22 549 495 320 76 99 4439 9 12 4 5 3 403 34 0 349 146 5 7 42 80% 0 9 437 34 124 71% 5 42% 0 1 Channel Received 0 115 0 50 255 5 8 10 2 0 260 10 2 0 642 642 Complaints Received Complaints Closed Complaint Category Upheld per category Stage 1 Upheld per category Stage 2 Performance % of complaints closed within SPSO timescales Below declared service standard 0 0 average working days to close Stage 1 complaints Citizen expectation not met - quality of service 230 5 average working days to close Stage 2 complaints Citizen expectation not met – timescales 67 0 % of Stage 1 complaints upheld Council policy – does not meet criteria 0 0 Council policy – charges 0 0 % of Stage 2 complaints upheld Equalities Delay in service delivery 0 0 E-mail Equality concern raised Error in Service Delivery 2 0 Internal Complaints form Council policy – level of service provision 1 0 Employee behaviour 33 0 Online Complaints form Failure to deliver service 8 0 In Writing Service standards not declared 0 0 By telephone Contractor 8 0 Face to Face Total 349 5 TOTAL Social Media Appendix 2