Appendix 3 - ThemesBreakdown V0.1
Argyll and Bute Council · 4 September 2025
Back to Audit and Scrutiny Committee — 4 September 2025 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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Page 1 Annual Complaints Report 2024-25 Appendix 3 Annual Complaints Performance 2024-25 This report provides additional details to accompany the full annual complaints report for 2024-25, which is based on the 8 indicators set by the Scottish Public Service Ombudsman (SPSO). 1. All Complaints listed by theme Complaint theme Number Cost of Council Service 4 Civic Amenity 3 Street Sweeping 3 Benefits Other 3 Flooding 3 Projects, Renewables & Regeneration 3 Live Argyll - Other 2 Special Uplift 2 Council Property/Buildings 2 Respite 2 Litter 2 HR Policy/Process 2 Disabled Parking Bays 2 Payroll 2 Library Services 2 Noise Control 1 Dog Fouling 1 Public Health 1 Road Markings 1 Drainage 1 Leisure Services 1 Surfacing 1 Council Tax Portal 1 Benefit Payments 1 School Catering 1 Local Development Plan 1 Table 1 provides a full breakdown of complaints into relevant themes. From the data in the complaints system, we have assigned each case a theme, based on our understanding of the main issue raised in the complaint. Where complaints have been in connection with a number of issues, or could fall into various themes, we have assigned it the theme we believe to be the main issue. The larger themes are explored further within this report. Complaint theme Number Staff Issue - Conduct 64 Domestic Refuse Collection 55 Staff Issue - Communication 50 Education - Other 45 Social Work Decisions 41 Missed Bin 39 Education - Treatment of Child 37 Parking Services 35 Council Tax Other 32 Planning Applications 30 Council Service Error 24 Council Decision 21 Ground Maintenance 18 Cemeteries 14 Street Lighting 14 Failure of Care 14 Winter Maintenance 12 Quality of Care 12 Public Conveniences 12 Pavements/Footpaths 12 Recycling 9 Public Transport 9 Road Closure 9 Staff Issue - Other 9 Traffic Management 9 Commercial Refuse 8 Enforcement 8 Council Payments 8 Road Works 7 Licensing 7 Social Work Reports 6 Play Parks 6 School Transport 5 Care Funding 5 Piers & Harbours 5 Homelessness Service 4 Non Domestic Rates 4 Data Protection 4 Committee/Governance 4 Road Signage 4
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Page 2 Annual Complaints Report 2024-25 Appendix 3 2. General breakdown by complaint category and department Details about some of the larger themes / areas of complaints are provided in this section. A more in depth breakdown within the main service areas is provided at section 4 below Table 1 – Categories of complaints by department Chief Executive’s Unit & Community Planning Education, Legal & Regulatory & Commercial Customer Support, Financial Services, Road & Infrastructure and Development & Economic Growth Health and Social Care Partnership Live Argyll Damage/Injury 2 21 Inadequate Information 7 26 8 1 Late Delivery 2 23 1 Non Delivery 6 140 7 2 Policy Restriction 6 25 3 Substandard Delivery 64 188 58 1 Unacceptable Behaviour 1 39 85 46 1 Grand Total 1 126 508 123 5 Table 2 – Number of complaints by area Details of complaint themes within ward areas are provided below. Area Count of Ward Area Bute and Cowal 155 Helensburgh and Lomond 285 Mid Argyll Kintyre and the Islands 148 Oban Lorn and the Isles 173 Area Not Identified 2 Grand Total 763
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Page 3 Annual Complaints Report 2024-25 Appendix 3 Section 3 – Complaints themes by Area Table 3a Mid Argyll, Kintyre and Islands Theme Count of Ward Area Staff Issue - Conduct 25 Education - Other 15 Education - Treatment of Child 11 Planning Applications 9 Council Service Error 8 Social Work Decisions 7 Public Conveniences 6 Staff Issue - Communication 6 Council Tax Other 6 Winter Maintenance 5 Cemeteries 4 Failure of Care 3 Council Decision 3 Quality of Care 3 School Transport 3 Enforcement 3 Missed Bin 3 Road Works 2 Data Protection 2 Commercial Refuse 2 Parking Services 2 Public Transport 2 Flooding 1 Benefits Other 1 Non Domestic Rates 1 Piers & Harbours 1 Social Work Reports 1 Benefit Payments 1 Payroll 1 Drainage 1 School Catering 1 Public Health 1 Civic Amenity 1 Ground Maintenance 1 Litter 1 Licensing 1 Street Lighting 1 Recycling 1 Road Closure 1 Committee/Governance 1 Grand Total 148
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Page 4 Annual Complaints Report 2024-25 Appendix 3 3b Oban, Lorn and the Isles Theme Count of Ward Area Social Work Decisions 12 Parking Services 12 Staff Issue - Communication 12 Council Decision 11 Staff Issue - Conduct 9 Council Tax Other 9 Domestic Refuse Collection 9 Education - Other 8 Missed Bin 8 Council Service Error 7 Planning Applications 6 Winter Maintenance 6 Failure of Care 6 Cemeteries 6 Staff Issue - Other 5 Ground Maintenance 4 Licensing 4 Piers & Harbours 4 Projects, Renewables & Regeneration 3 Public Transport 3 Quality of Care 3 Pavements/Footpaths 2 Education - Treatment of Child 2 Council Payments 2 Street Lighting 2 Commercial Refuse 2 School Transport 2 Care Funding 2 Pothole 1 Civic Amenity 1 Public Conveniences 1 Committee/Governance 1 Play Parks 1 Respite 1 Enforcement 1 Council Property/Buildings 1 Surfacing 1 Cost of Council Service 1 Special Uplift 1 Non Domestic Rates 1 Grand Total 173
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Page 5 Annual Complaints Report 2024-25 Appendix 3 3c Bute and Cowal Theme Count of Ward Area Theme Count of Ward Area Staff Issue - Communication 15 Live Argyll - Other 1 Staff Issue - Conduct 12 Missed Bin 1 Social Work Decisions 11 Grand Total 155 Education - Treatment of Child 10 Council Tax Other 9 Traffic Management 9 Road Closure 8 Parking Services 7 Pavements/Footpaths 7 Domestic Refuse Collection 6 Education - Other 5 Quality of Care 5 Planning Applications 4 Ground Maintenance 4 Public Conveniences 3 Failure of Care 3 Public Transport 3 Council Decision 2 Social Work Reports 2 Library Services 2 Council Service Error 2 Cemeteries 2 Street Lighting 2 Street Sweeping 1 Road Markings 1 Data Protection 1 Disabled Parking Bays 1 Road Works 1 Enforcement 1 Care Funding 1 Dog Fouling 1 Licensing 1 Council Tax Portal 1 Road Signage 1 Play Parks 1 Council Payments 1 Pothole 1 Council Property/Buildings 1 HR Policy/Process 1 Staff Issue - Other 1 Leisure Services 1 Noise Control 1 Non Domestic Rates 1
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Page 6 Annual Complaints Report 2024-25 Appendix 3 3d Helensburgh and Lomond Theme Count of Ward Area Payroll 1 Domestic Refuse Collection 40 Quality of Care 1 Missed Bin 27 Winter Maintenance 1 Staff Issue - Conduct 18 Local Development Plan 1 Education - Other 17 Special Uplift 1 Staff Issue - Communication 17 Respite 1 Education - Treatment of Child 14 HR Policy/Process 1 Parking Services 14 Disabled Parking Bays 1 Social Work Decisions 11 Litter 1 Planning Applications 11 Non Domestic Rates 1 Street Lighting 9 Public Transport 1 Ground Maintenance 9 Civic Amenity 1 Recycling 8 Live Argyll - Other 1 Council Tax Other 8 Grand Total 285 Council Service Error 7 Council Payments 4 Road Works 4 Homelessness Service 4 Commercial Refuse 4 Council Decision 4 Play Parks 4 Social Work Reports 3 Staff Issue - Other 3 Cost of Council Service 3 Pavements/Footpaths 3 Enforcement 3 Road Signage 3 Care Funding 2 Public Conveniences 2 Committee/Governance 2 Street Sweeping 2 Flooding 2 Cemeteries 2 Failure of Care 2 Pothole 2 Benefits Other 2 Data Protection 1 Licensing 1
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Page 7 Annual Complaints Report 2024-25 Appendix 3 3e Top 10 complaint themes, broken down by ward area Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Staff Issue - Conduct 12 18 25 9 64 Domestic Refuse Collection 6 40 9 55 Staff Issue - Communication 15 17 6 12 50 Education - Other 5 17 15 8 45 Social Work Decisions 11 11 7 12 41 Missed Bin 1 27 3 8 39 Education - Treatment of Child 10 14 11 2 37 Parking Services 7 14 2 12 35 Council Tax Other 9 8 6 9 32 Planning Applications 4 11 9 6 30 Grand Total 80 177 84 87 428 Section 4 – Service breakdown by area and theme Table 4a – Chief Executives Unit Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Staff Issue - Other 1 1 Grand Total 0 0 0 1 1 Table 4b – Education, Legal and Regulatory Support, Commercial Services Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Area Not Identified Grand Total Committee/Governance 2 1 1 4 Council Decision 2 1 1 9 1 14 Council Property/Buildings 1 1 2 Council Service Error 1 1 1 3 Data Protection 2 2 Education - Other 5 17 15 8 45 Education - Treatment of Child 10 14 11 2 37 Enforcement 1 1 Local Development Plan 1 1 Projects, Renewables & Regeneration 1 1 Quality of Care 1 1 School Catering 1 1 Staff Issue - Communication 2 3 5 Staff Issue - Conduct 4 2 1 1 8 Staff Issue - Other 1 1 Grand Total 26 38 33 28 1 126
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Page 8 Annual Complaints Report 2024-25 Appendix 3 Table 4c – Customer & Support Services Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Council Decision 1 1 Council Service Error 1 1 Data Protection 1 1 HR Policy/Process 1 1 2 Missed Bin 1 1 Staff Issue - Communication 1 1 Grand Total 1 4 1 1 7 Table 4d – Financial Services Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Area Not Identified Grand Total Benefit Payments 1 1 Benefits Other 2 1 3 Care Funding 1 1 Cost of Council Service 1 1 2 Council Decision 1 1 2 Council Payments 1 4 2 1 8 Council Tax Other 9 8 6 9 32 Council Tax Portal 1 1 Non Domestic Rates 1 1 1 1 4 Payroll 1 1 2 Staff Issue - Communication 1 1 Staff Issue - Conduct 1 1 Grand Total 13 20 10 14 1 58 Table 4e – Development and Economic Growth Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Cost of Council Service 1 1 Council Decision 1 1 Council Service Error 2 2 Drainage 1 1 Enforcement 1 3 1 1 6 Homelessness Service 3 3 Licensing 1 1 1 4 7 Planning Applications 4 11 9 6 30 Projects, Renewables & Regeneration 2 2 Public Health 1 1 Staff Issue - Communication 2 3 1 6 Staff Issue - Conduct 1 1 2 Staff Issue - Other 1 1 3 5 Grand Total 10 24 14 19 67
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Page 9 Annual Complaints Report 2024-25 Appendix 3 Table 4f – Roads & Infrastructure Services Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Cemeteries 2 2 4 6 14 Civic Amenity 1 1 1 3 Commercial Refuse 4 2 2 8 Cost of Council Service 1 1 Council Decision 2 1 3 Council Service Error 1 5 6 3 15 Data Protection 1 1 Disabled Parking Bays 1 1 2 Dog Fouling 1 1 Domestic Refuse Collection 6 40 9 55 Enforcement 1 1 Flooding 2 1 3 Ground Maintenance 4 9 1 4 18 Litter 1 1 2 Missed Bin 1 27 3 7 38 Noise Control 1 1 Parking Services 7 14 2 12 35 Pavements/Footpaths 7 3 2 12 Piers & Harbours 1 4 5 Play Parks 1 4 1 6 Pothole 1 2 1 4 Public Conveniences 3 2 6 1 12 Public Transport 3 1 2 3 9 Recycling 8 1 9 Road Closure 8 1 9 Road Markings 1 1 Road Signage 1 3 4 Road Works 1 4 2 7 School Transport 3 2 5 Special Uplift 1 1 2 Staff Issue - Communication 5 7 3 5 20 Staff Issue - Conduct 2 12 13 2 29 Staff Issue - Other 2 2 Street Lighting 2 9 1 2 14 Street Sweeping 1 2 3 Surfacing 1 1 Traffic Management 9 9 Winter Maintenance 1 5 6 12 Grand Total 70 170 60 76 376
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Page 10 Annual Complaints Report 2024-25 Appendix 3 Health and Social Care Partnership Table 5a – Area breakdown Service Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Children and Families 21 20 12 6 59 Complex Care and Registered Services 3 2 2 9 16 Criminal Justice 1 2 1 4 Hospital and Community Services 6 4 16 18 44 Grand Total 31 28 30 34 123 Table 5b – Area & Theme breakdown Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Children and Families 21 20 12 6 59 Care Funding 1 1 2 Failure of Care 3 1 2 1 7 Quality of Care 1 1 2 Respite 1 1 2 Social Work Decisions 7 8 5 3 23 Social Work Reports 2 2 4 Staff Issue - Communication 5 4 2 1 12 Staff Issue - Conduct 2 2 3 7 Complex Care and Registered Services 3 2 2 9 16 Care Funding 1 1 Council Service Error 1 1 Social Work Decisions 2 1 2 5 Staff Issue - Communication 1 1 2 4 Staff Issue - Conduct 1 1 3 5 Criminal Justice 1 2 1 4 Homelessness Service 1 1 Social Work Decisions 1 1 Social Work Reports 1 1 Staff Issue - Conduct 1 1 Health and Community Services 6 4 16 18 44 Care Funding 1 1 Council Service Error 2 2 Failure of Care 1 1 5 7 Quality of Care 3 3 3 9 Social Work Decisions 2 2 2 6 12 Social Work Reports 1 1 Staff Issue - Communication 1 1 Staff Issue - Conduct 1 7 3 11 Grand Total 31 28 30 34 123 Notes: The total number of complaints does not exactly relate to the total number of themes reported, as many of the complaints escalated from stage 1 to stage 2 represent 1 theme.