Corporate Complaints – Annual Report 2023-24 Appendix 1
Argyll and Bute Council · 5 September 2024
Back to Audit and Scrutiny Committee — 5 September 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … . ANNUAL COMPLAINTS ANNUAL COMPLAINTS PERFORMANCE REPORT 2023/24
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Page 2 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … Contents Chief Executive’s Foreword ...................................................................................... 3 Introduction ............................................................................................................... 4 Complaints Process .................................................................................................. 5 Indicator 1 – Complaints Received per 1,000 of Population ...................................... 6 Indicator 2 – Number of Complaints .......................................................................... 7 Indicator 3 – Complaint Outcomes Stage 1 ............................................................... 8 Indicator 3 – Complaint Outcomes Stage 2 ............................................................... 9 Indicator 3 – Complaint Outcomes Escalated Complaints ....................................... 10 Indicator 4 – Average Times ................................................................................... 11 Indicator 5 – Performance Against Timescales ....................................................... 13 Indicator 6 – Extensions to Timescales ................................................................... 15 Indicator 7 – Customer Satisfaction ........................................................................ 16 Indicator 8 – Learning from Complaints – Reporting ............................................... 17 Indicator 8 – Learning from Complaints – Improvements ........................................ 18 Complaints Investigated by the SPSO .................................................................... 19 Complaint Themes .................................................................................................. 20 Positive Feedback ................................................................................................... 22 Contact Us .............................................................................................................. 24
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Page 3 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … Chief Executive’s Foreword I am pleased to present Argyll and Bute Council’s Annual Complaints Report, which provides information about our performance in handling complaints from our customers between 1 April 2023 and 31 March 2024. Argyll and Bute Council is committed to providing high quality services for residents, businesses and visitors in our area and an important part of this commitment is to ensure we have effective processes in place to resolve matters when things go wrong. We strive to be thorough, transparent, objective and fair in our approach to complaints, and to make it as easy as possible for customers to access our complaints procedure through our website, by email, over the telephone or in person. I understand it can be disappointing and frustrating when your expectations’ are not met but we welcome and value complaints and feedback from our customers as it allows us to learn from the issues reported to us to improve the quality of the services we provide. Some examples of those improvements made are included within this report. It has been a challenging year and I thank all the staff in my organisation for doing what they do best and going the extra distance to provide the best possible services and support to the people of Argyll and Bute. Pippa Milne Chief Executive – Argyll and Bute Council
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Page 4 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … Introduction Argyll and Bute Council, along with all other Scottish Local Authorities, follow a model complaints handling procedure which is determined by the Scottish Public Sector Ombudsman (SPSO). This report presents how Argyll and Bute Council has performed against eight key performance indicators set by the SPSO that are used by all 32 local authorities, and provides some details about improvements to our services, along with some positive feedback from our customers. Complaints process Complaints can be either Stage 1, which are usually straightforward issues and must be dealt within 5 days or less, or Stage 2, which are usually about more complex or serious issues and can take up to 20 days for a response to be provided. If a customer is not happy with a Stage 2 response, they can refer their complaint on to the SPSO, who will look at the issues raised and can investigate the matter. Stage 1 Stage 2 SPSO In most cases, a complaint will be made because the customer considers that the Council has: • Done something wrong • Failed to live up to expectations • Treated someone badly or unfairly The process map on the following page outlines our process. What is a complaint? A complaint is ‘an expression of dissatisfaction about the Council’s action or lack of action, or about the standard of service provided by or on behalf of the Council’.
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Page 5 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … Complaints Process
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Page 6 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 1 – COMPLAINTS RECEIVED PER 1,000 OF POPULATION This section details the total number of complaints handled by Argyll and Bute Council between 1 April 2023 and 31 March 2024. To allow a fair comparison to be made across all 32 Scottish councils, this indicator looks at the figure of “complaints per 1,000 of population”. This means there were 9.1 complaints per 1,000 population, or roughly 1 resident in 110 made a complaint about our services. A comparison of this indicator over the past 3 years is shown in the table below. Year No. of Complaints Complaints Per 1,000 Population 2023/24 781 9.1 2022/23 686 8.0 2021/22 700 8.2 In 2023/2024 Argyll and Bute received, processed and closed 781 complaints. The population of Argyll and Bute is estimated at around 86,220
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Page 7 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 2 – NUMBER OF COMPLAINTS This indicator provides information about the number of complaints closed at Stages 1 and 2, and the escalated complaints (when a customer is not satisfied with a stage 1 response, and it goes on to be dealt with as stage 2). 544 complaints were closed at Stage 1 – 70% 163 complaints were closed at Stage 2 – 21% 74 complaints were closed after escalation – 9% 12 complaints were not closed at Stage 1 within 10 days and were escalated to Stage 2 The graph below shows a comparison between the number of complaints received at each stage over the past 3 years. 544 163 74 467 138 81 499 141 60 0 100 200 300 400 500 600 Stage 1 Stage 2 Escalated No. of Complaints 2021/22 2022/23 2023/24
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Page 8 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 3 – COMPLAINT OUTCOMES STAGE 1 With every complaint, we contact the customer and explain what the outcome of their complaint was — Upheld, Not Upheld or Partially Upheld — and provide details about how this decision was made. The charts below provide a comparison of the outcomes for this year, and over the past 3 years. The “resolved” outcome was introduced with the new complaints handling procedure in April 2021, and is used when positive action can be taken to resolve the issue for the customer. Upheld 28% Partially Upheld 24% Not Upheld 37% Resolved 11% 2023/2024 Outcomes 148 131 157 130 101 107 197 172 159 57 49 66 2023/24 2022/23 2021/22 Stage 1 Outcomes - 3 Year Comparison Upheld Partially Upheld Not Upheld Resolved 148 complaints were Upheld at Stage 1 – 33% 130 complaints were Partially Upheld at Stage 1 – 29% 197 complaints were Not Upheld at Stage 1 – 43% 57 complaints were Resolved at Stage 1 – 13%
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Page 9 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 3 – COMPLAINT OUTCOMES STAGE 2 Upheld 14% Partially Upheld 40% Not Upheld 45% Resolved 1% 2023/2024 Outcomes 23 22 24 63 55 65 72 55 49 1 5 3 2023/24 2022/23 2021/22 Stage 2 Outcomes - 3 Year Comparison Upheld Partially Upheld Not Upheld Resolved 23 Complaints were Upheld at Stage 2 – 17% 63 Complaints were Partially Upheld at Stage 2 – 46% 72 Complaints were Not Upheld at Stage 2 – 53% 1 Complaints were Resolved at Stage 2 – 1%
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Page 10 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 3 – COMPLAINT OUTCOMES ESCALATED COMPLAINTS When a customer is not happy with a Stage 1 response, it is dealt with as a Stage 2 complaint — these are known as “Escalated Complaints”. Upheld 30% Partially Upheld 24% Not Upheld 45% Resolved 1% 2023/24 - Outcomes 22 25 16 18 17 16 33 37 27 1 2 1 2023/24 2022/23 2021/22 Escalated Outcomes - 3 Year Comparison Upheld Partially Upheld Not Upheld Resolved 22 complaints were Upheld after escalation - 27% 18 complaints were Partially Upheld after escalation – 22% 33 complaints were Not Upheld after escalation – 41% 1 complaint was Resolved after escalation – 1%
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Page 11 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 4 – AVERAGE TIMES Stage 1 – We aim to respond to and close all Stage 1 complaints within 5 working days. In 2023/2024, we closed 532 complaints at Stage 1, with a total sum of 2,337 working days used to close them. Our average time to close a Stage 1 complaint was 4.4 working days. The figures for the last 3 years can be seen in the table below. Year No. of Complaints Closed Total Days Average Time (days) 2023/24 532 2337 4.4 2022/23 453 1,995 4.4 2021/22 489 1,999 4.1 Stage 2 – We aim to respond to and close all Stage 2 complaints within 20 working days. In 2023/2024, we closed 159 complaints at Stage 2, with a total sum of 3,587 working days used to close them. Our average time to close a Stage 2 complaint was 22.6 working days. The figures for the last 3 years can be seen in the table below. Year No. of Complaints Closed Total Days Average Time (days) 2023/24 159 3,587 22.6 2022/23 137 2367 17.3 2021/22 141 3,107 22 Monthly performance reporting is provided to all Heads of Service, Directors and Complaints Officers to allow them to take action with their Services if required.
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Page 12 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … Indicator 4 – Average Times After Escalation – in 2023/2024, we closed 74 escalated complaints after Escalation, with a total sum of 1,643 working days. Our average time to close a complaint after Escalation was 22.2 working days. The last three year’s results can be seen below. Year No. of Complaints Closed Total Days Average Time (days) 2023/24 74 1,643 22.2 2022/23 81 1671 20.6 2021/22 60 954 15.9
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Page 13 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 5 – PERFORMANCE AGAINST TIMESCALES Stage 1 – We aim to respond to and close all Stage 1 complaints within 5 working days. In 2023/2024, we closed 532 complaints at Stage 1 with 442 of these within timescale, or 83%. 37 (7%) were closed after an extension was agreed with the customer. No. of Complaints Closed Within Timescale % No. with Extension % 2023/24 532 442 83% 37 7% 2022/23 453 370 82% 23 5% 2021/22 489 411 84% 11 2% Stage 2 – we aim to respond to and close all Stage 2 complaints within 20 working days. In 2023/2024, we closed 159 complaints at Stage 2, with 100 of these within timescale, or 63%. 38 (24%) were closed after an extension was agreed with the customer. No. of Complaints Closed Within Timescale % No. with Extension % 2023/24 159 100 63% 38 24% 2022/23 137 65 47% 33 24% 2021/22 141 93 66% 35 25% Complaints with extensions agreed do not count as within timescale, these are reported as late responses.
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Page 14 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … Indicator 5 – Performance Against Timescales After Escalation – in 2023/2024, we closed 74 complaints after Escalation, with 44 of these within timescale, or 59%. 12 (16%) were closed after an extension was agree with the customer. No. of Complaints Closed Within Timescale % No. with Extension % 2023/24 74 44 59% 12 16% 2022/23 81 46 57% 23 28% 2021/22 60 48 80% 8 13%
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Page 15 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 6 – EXTENSIONS TO TIMESCALES Part of the complaints handling procedure includes the option to seek an extension to the usual 5 or 20 day timescale, which should be agreed with the customer. This indicator reports the number and percentage of complaints at each stage which were closed after an extension to the 5 or 20 day timeline was authorised. Stage 1 37 Extensions agreed 7% of total complaints Escalated complaints 12 extensions agreed 16% of total complaints Stage 2 38 extensions agreed 24% of total complaints
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Page 16 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 7 – CUSTOMER SATISFACTION Our customers are automatically issued with a short complaints process satisfaction survey once their complaint has been closed. The survey asks for feedback about the complaints process, and gives an opportunity to send us suggestions for improvements. The survey results are reviewed by the Complaints Co-ordinators quarterly, and the feedback can be used to improve how we handle complaints. We received 86 responses to our survey during the year, which is just over 15% of all complaints received. A low response rate makes it difficult to get an accurate picture of how all of our customers feel about the complaints process. 68% of customers indicated that they found it easy to make a complaint 58% of customers indicated they were told if the response was going to take longer than the set timescales 64% of customers indicated that information about the complaints procedure was easily accessible. 58% of customers indicated that they were given the opportunity to fully explain their complaint. From our review of the feedback provided through the surveys, we recognise that customers are often frustrated when an ongoing issue is not resolved through the complaints process.
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Page 17 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 8 – LEARNING FROM COMPLAINTS – REPORTING Who looks at our complaints figures and trends? Information about complaints figures and corrective action taken is reported regularly to senior managers and a quarterly report is submitted to the Strategic Management Team. This process ensures the appropriate level of scrutiny takes place. Quarterly performance against the performance indicators is reported to the Local Authority Complaints Handlers Network (LACHN). We are also required to report our complaints figures to the Scottish Public Service Ombudsman (SPSO) by publishing our annual report. How we report Complaints Performance and Trends to our Customers We publish the quarterly and annual reports on our website: Complaints | Argyll and Bute Council (argyll-bute.gov.uk)
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Page 18 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … INDICATOR 8 – LEARNING FROM COMPLAINTS – IMPROVEMENTS By dealing with complaints on a day-to-day basis, our Officers are able to make adjustments to processes when issues are raised. In general, no major policy or procedural changes were required in response to complaints, however, a number of minor changes or actions were taken in order to improve our services. Whilst these improvements may have been minor in the overall scale of activities within the Council, it is our hope that they have made significant changes to the quality of service received by our customers. Examples of some of these changes are shown below: Departmental Complaints Co-ordinators attend regular meetings where learning points from the SPSO are shared and discussed. The feedback and suggestions from customer satisfaction surveys are also reviewed, and any potential improvement ideas are investigated and taken forward where appropriate. Customer wanted to make a complaint about the unfair and limited notice given in relation to double Council Tax liability for second homes. Complaint Fully Upheld – Customer advised that the decision to double the council tax charge is indeed part of our ongoing efforts to address the issue of affordable housing. A sizeable proportion of the revenue generated from this increase will be specifically allocated to funding affordable housing schemes in the local communities. These initiatives aim to provide opportunities for individuals and families in need of affordable accommodation, thereby contributing to a more inclusive and sustainable housing landscape. The Council could have given second homeowners increased notice of its intention to double the Council Tax on second homes if the powers to do so were to be given to the Council in law. In future, under similar circumstances the Council will write to those affected by such changes and give them increased notice of potential increasing in tax liabilities Customer complaint in relation to child with Additional Support Needs who was experiencing difficulties in school including with children in connection with a social media post that had been made about them. Partially Upheld – While the incident did not take place in school there were indications within the social media post that photos may have been taken of the child while in school grounds. The school advised all pupils that mobiles phones must not be used on site including before or after school. Letters were sent to all parents informing that mobile phones may not be used on school premise and also requested that they discuss data protection with their children. Police Scotland were also invited to the school to deliver a safety workshop on social media usage.
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Page 19 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … COMPLAINTS INVESTIGATED BY THE SPSO When a customer is not satisfied with our final response to a complaint, they can take it to the Scottish Public Service Ombudsman (SPSO) and ask for the complaint to be investigated. The SPSO is the final arbiter for complaints about public services. Cases passed to SPSO during 2023/2024 21 cases were received by the SPSO in relation to Argyll and Bute Council in 2023/2024. The SPSO publishes reports about all the organisations it has involvement with. More information is available from Statistics 2023-24 | SPSO 5 – Advice (not progressed) - 1 was mature (complaint was out with the time period for raising the complaint), 2 were premature (complainant contacted the SPSO before progressing through full complaints process) and 2 were enquiries. 15 - resolved early (not investigated) — the SPSO asks the Council to provide information in connection with the complaint, from that the investigating officer decides whether the complaint should be pursued further. The reasons provided for not proceeding to an investigation were “Good Complaint Handling” and “Insufficient benefit would be achieved”. 1 – Investigation - complaint currently being investigated by the SPSO in which we are still awaiting a decision.
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Page 20 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … COMPLAINT THEMES We record information about what type of complaints we receive, and have a standard set of categories that complaints generally fall into. The chart below shows how the complaints received have been classified during 2023-24. *Note – the total here does not directly correspond with the total number of complaints, due to how escalated complaint categories are recorded 20 44 18 155 42 296 138 0 50 100 150 200 250 300 350 Damage/Injury Inadequate Information Late Delivery Non Delivery Policy Restriction Substandard Delivery Unacceptable Behaviour Number of Complaints
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Page 21 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … We have also captured information about what we believe the main theme of each complaint to be. This information will be provided (along with other levels of analysis) to our Elected Members and Senior Management to allow them to take this into consideration when making policy and service decisions. The chart below shows the main issues we have received complaints about. It includes all complaints where we received 5 or more in connection with a particular issue. 64 57 46 44 38 32 31 29 29 26 25 23 22 20 17 14 11 10 9 9 9 8 8 8 7 7 6 6 6 5 5 5 5 5 0 10 20 30 40 50 60 70 Staff Issue - Conduct Council Decision Education - Treatment of Child Social Work Decisions Staff Issue - Communication Planning Applications Council Property/Buildings Education - Other Missed Bin Council Tax Other Council Service Error Domestic Refuse Collection Parking Services Traffic Management Street Lighting Staff Issue - Other Ground Maintenance Road Works Failure of Care Live Argyll - Other Pothole Recycling Quality of Care Social Work Reports Cemeteries Public Conveniences Surfacing Commercial Refuse Pavements/Footpaths Road Closure Winter Maintenance Road Signage Drainage Public Transport No. of Complaints
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Page 22 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … POSITIVE FEEDBACK Was a pleasure to deal with Argyll & Bute Council today, super professional, super-efficient got the job done. Brilliant, thank you very much My call was quickly answered and was dealt with very professionally and very competently. Greatly appreciated being able to talk to someone to deal with this. Thank you very much We have worked only once with Argyll & Bute Council but found the process easy, communication and feedback was great. The girl that answered was very, very, good, she was very good at what she did, she was very cheerful you could even tell she was smiling in her voice. She was professional, she was brilliant, she needs a pay rise - give her one. Thank you very much Here is just a small extract of the positive feedback that we have received this year. It is important to recognise that excellent services are being delivered, often in very challenging circumstances. I dealt with her throughout the process from booking dates to the collection of our marriage certificate. I really cannot say enough about how friendly, professional and kind she was in all my dealings with her and she made our ceremony special and personal. I always thought that a civil ceremony might not be as special as a church service but the registrar proved me completely wrong and she will always have a special place in our hearts.
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Page 23 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … I was really happy because I was trying to find this information on your website and it's not your fault as my internet is painfully slow at the moment. The lady I spoke to was not only extremely helpful she offered to email it over to me so she's going to send me the information which is a great help. Thank you very much. Your operator was very, very nice, very polite and resolved my query very quickly and no problem whatsoever. It was a very easy and short call and I was pleased with the outcome. Thank you very much indeed. I would just like to say that any time I have phoned this number the staff have been excellent. That's all I wanted to say. Thank you. I have a reading and writing disability, the person who answered my call was more than helpful with my enquiry and was also willing to help with other questions that I had. More than helpful, it was a pleasant experience. Thank you. It was delightful to speak to a human being and the enquiry was sorted out within seconds or minutes. It was a delight to deal with the Argyll & Bute office I was very emotional and upset when I phoned and found a very helpful young lady on the other end of the phone who calmed me down and could find ways of moving my problem forward and that someone will phone me back and I'll be able to discuss it. I found that very helpful. Thank you.
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Page 24 Bute • Helensburgh • Islay • Oban • Mull • Campbeltown • Iona • Dunoon • Tiree • Lochgilphead • Seil … CONTACT US Thank you for looking at our annual complaints report for 2023-24. If you would like to know more about our complaints procedure, details can be found on our website: https://www.argyll-bute.gov.uk/my-council/complaints Or you can contact us using any of the methods below. Phone – 01546 605522 Text – 07860023933 Post – Argyll and Bute Council, Kilmory, Lochgilphead, Argyll, PA31 8RT Email - enquiries@argyll-bute.gov.uk Online - https://www.argyll-bute.gov.uk/my-council/how-contact-us