Corporate Complaints – Annual Report 2023-24 Appendix 3
Argyll and Bute Council · 5 September 2024
Back to Audit and Scrutiny Committee — 5 September 2024 and its agenda
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Page 1 Annual Complaints Report 2023-24 Appendix 3 Annual Complaints Performance 2023-24 This report provides additional details to accompany the full annual complaints report for 2023-24, which is based on the 8 indicators set by the Scottish Public Service Ombudsman (SPSO). 1. All Complaints listed by theme Complaint theme Number Council Payments 3 Piers & Harbours 3 Non Domestic Rates 3 Civic Amenity 3 Litter 3 Committee/Governance 2 Core Paths 2 Projects, Renewables & Regeneration 2 Data Protection 2 Public Health 2 Payroll 2 Leisure Services 2 Building Warrants 2 Dangerous Buildings 2 Benefit Payments 1 Private Water Supplies 1 Local Development Plan 1 School Crossings 1 Animal Health 1 Council Tax Portal 1 School Catering 1 Scottish Welfare Fund 1 HR Policy/Process 1 Care Funding 1 Respite 1 Licensing 1 Education - Attendance Panel 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 Council Decision 57 Education - Treatment of Child 46 Social Work Decisions 44 Staff Issue - Communication 38 Planning Applications 32 Council Property/Buildings 31 Education - Other 29 Missed Bin 29 Council Tax Other 26 Council Service Error 25 Domestic Refuse Collection 23 Parking Services 22 Traffic Management 20 Street Lighting 17 Staff Issue - Other 14 Ground Maintenance 11 Road Works 10 Failure of Care 9 Live Argyll - Other 9 Pothole 9 Recycling 8 Quality of Care 8 Social Work Reports 8 Cemeteries 7 Public Conveniences 7 Surfacing 6 Commercial Refuse 6 Pavements/Footpaths 6 Road Closure 5 Winter Maintenance 5 Road Signage 5 Drainage 5 Public Transport 5 Homelessness Service 4 School Transport 4 Flooding 4 Noise Control 3 Cost of Council Service 3 Road Markings 3
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Page 2 Annual Complaints Report 2023-24 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 1 17 1 1 Inadequate Information 6 4 26 7 1 Late Delivery 2 1 14 1 Non Delivery 27 119 8 1 Policy Restriction 2 8 28 3 1 Substandard Delivery 9 93 140 48 6 Unacceptable Behaviour 1 44 52 39 2 Grand Total 20 178 396 106 13 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 152 Helensburgh and Lomond 234 Mid Argyll Kintyre and the Islands 157 Oban Lorn and the Isles 166 Area Not Identified 4 Grand Total 713
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Page 3 Annual Complaints Report 2023-24 Appendix 3 Section 3 – Complaints themes by Area Table 3a Mid Argyll, Kintyre and Islands Theme Count of Ward Area Education - Treatment of Child 24 Staff Issue - Conduct 22 Social Work Decisions 16 Council Tax Other 9 Staff Issue - Communication 8 Education - Other 7 Missed Bin 7 Council Service Error 6 Planning Applications 6 Council Decision 5 Social Work Reports 4 Domestic Refuse Collection 4 Failure of Care 4 Quality of Care 4 Street Lighting 3 Recycling 3 Staff Issue - Other 2 Core Paths 2 Public Transport 2 Pothole 2 Parking Services 2 Public Health 1 Cemeteries 1 Drainage 1 Commercial Refuse 1 Committee/Governance 1 Flooding 1 Scottish Welfare Fund 1 Ground Maintenance 1 Non Domestic Rates 1 Road Closure 1 Payroll 1 Road Signage 1 Data Protection 1 Road Works 1 School Transport 1 Grand Total 157
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Page 4 Annual Complaints Report 2023-24 Appendix 3 3b Oban, Lorn and the Isles Theme Count of Ward Area Council Property/Buildings 29 Staff Issue - Conduct 13 Social Work Decisions 10 Parking Services 9 Missed Bin 8 Staff Issue - Communication 8 Council Service Error 7 Education - Other 6 Education - Treatment of Child 6 Public Conveniences 5 Planning Applications 5 Winter Maintenance 5 Cemeteries 4 Staff Issue - Other 4 Commercial Refuse 3 Domestic Refuse Collection 3 Street Lighting 3 Ground Maintenance 3 Council Decision 3 Dangerous Buildings 2 Surfacing 2 Pothole 2 Cost of Council Service 2 Road Works 2 Council Tax Other 2 Non Domestic Rates 2 Piers & Harbours 2 Projects, Renewables & Regeneration 1 Failure of Care 1 Animal Health 1 Public Transport 1 Local Development Plan 1 Quality of Care 1 Data Protection 1 Recycling 1 Pavements/Footpaths 1 Road Signage 1 Council Tax Portal 1 Noise Control 1 Traffic Management 1 School Catering 1 Benefit Payments 1 School Transport 1 Grand Total 166
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Page 5 Annual Complaints Report 2023-24 Appendix 3 3c Bute and Cowal Theme Count of Ward Area Theme Count of Ward Area Staff Issue - Conduct 16 Building Warrants 1 Traffic Management 15 Piers & Harbours 1 Education - Treatment of Child 9 Grand Total 152 Social Work Decisions 8 Education - Other 7 Planning Applications 7 Staff Issue - Communication 6 Street Lighting 6 Council Tax Other 5 Council Decision 4 Council Service Error 4 Pothole 4 Failure of Care 3 Staff Issue - Other 3 Recycling 3 Live Argyll - Other 3 Domestic Refuse Collection 3 Quality of Care 3 Social Work Reports 2 Public Transport 2 Council Payments 2 Civic Amenity 2 Homelessness Service 2 Road Closure 2 Parking Services 2 Road Signage 2 Ground Maintenance 2 Road Works 2 Surfacing 2 School Transport 2 Missed Bin 2 Pavements/Footpaths 2 Drainage 1 Projects, Renewables & Regeneration 1 Cost of Council Service 1 Respite 1 Care Funding 1 Commercial Refuse 1 Committee/Governance 1 Road Markings 1 Private Water Supplies 1 Noise Control 1 Public Health 1 Council Property/Buildings 1 Licensing 1
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Page 6 Annual Complaints Report 2023-24 Appendix 3 3d Helensburgh and Lomond Theme Count of Ward Area Failure of Care 1 Council Decision 45 Recycling 1 Staff Issue - Communication 16 School Crossings 1 Planning Applications 14 HR Policy/Process 1 Domestic Refuse Collection 13 Council Property/Buildings 1 Staff Issue - Conduct 12 Pothole 1 Missed Bin 12 Grand Total 234 Social Work Decisions 10 Council Tax Other 10 Education - Other 9 Council Service Error 8 Parking Services 7 Education - Treatment of Child 7 Live Argyll - Other 6 Road Works 5 Staff Issue - Other 5 Ground Maintenance 5 Street Lighting 5 Traffic Management 4 Litter 3 Flooding 3 Pavements/Footpaths 3 Drainage 3 Homelessness Service 2 Road Markings 2 Road Closure 2 Social Work Reports 2 Leisure Services 2 Public Conveniences 2 Surfacing 2 Cemeteries 2 Education - Attendance Panel 1 Noise Control 1 Civic Amenity 1 Commercial Refuse 1 Building Warrants 1 Road Signage 1 Council Payments 1
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Page 7 Annual Complaints Report 2023-24 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 16 12 22 13 63 Council Decision 4 45 5 3 57 Education - Treatment of Child 9 7 24 6 46 Social Work Decisions 8 10 16 10 44 Staff Issue - Communication 6 16 8 8 38 Planning Applications 7 14 6 5 32 Council Property/Buildings 1 1 29 31 Education - Other 7 9 7 6 29 Missed Bin 2 12 7 8 29 Council Tax Other 5 10 9 2 26 Grand Total 65 136 104 90 395 *1 entry for unidentified area removed Section 4 – Service breakdown by area and theme Table 4a – Chief Executives Unit, Community Planning and Development Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Council Decision 2 2 4 Council Service Error 1 1 Council Tax Other 2 4 2 2 10 Council Tax Portal 1 1 Non Domestic Rates 1 2 3 Staff Issue - Other 1 1 Grand Total 3 4 5 8 20
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Page 8 Annual Complaints Report 2023-24 Appendix 3 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 Grand Total Committee/Governance 1 1 2 Council Decision 2 41 1 1 45 Council Property/Buildings 1 1 29 31 Data Protection 1 1 2 Education - Attendance Panel 1 1 Education - Other 7 9 7 6 29 Education - Treatment of Child 9 7 24 6 46 Flooding 1 1 Licensing 1 1 Litter 1 1 Noise Control 1 1 Parking Services 1 1 School Catering 1 1 Scottish Welfare Fund 1 1 Staff Issue - Communication 1 1 Staff Issue - Conduct 1 8 2 11 Staff Issue - Other 2 1 3 Grand Total 22 65 45 46 178 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 1 2 5 HR Policy/Process 1 1 Parking Services 1 1 Staff Issue - Communication 1 1 2 4 Staff Issue - Conduct 1 1 Grand Total 2 3 4 4 13 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 Council Payments 1 1 Council Tax Other 3 6 7 16 Payroll 1 1 2 Staff Issue - Conduct 1 1 Grand Total 5 6 8 1 1 21
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Page 9 Annual Complaints Report 2023-24 Appendix 3 Table 4e – Roads & Infrastructure Services Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Area Not Identified Grand Total Cemeteries 2 1 4 7 Civic Amenity 2 1 3 Commercial Refuse 1 1 1 3 6 Council Decision 2 2 1 5 Council Payments 1 1 Council Service Error 2 7 4 5 18 Domestic Refuse Collection 3 13 4 3 23 Drainage 1 3 1 5 Flooding 2 1 3 Ground Maintenance 2 5 1 3 11 Litter 2 2 Missed Bin 2 12 7 8 29 Parking Services 2 6 1 9 2 20 Pavements/Footpaths 2 3 1 6 Piers & Harbours 1 2 3 Pothole 4 1 2 2 9 Public Conveniences 2 4 6 Public Transport 2 2 1 5 Recycling 3 1 3 1 8 Road Closure 2 2 1 5 Road Markings 1 2 3 Road Signage 2 1 1 1 5 Road Works 2 5 1 2 10 School Crossings 1 1 School Transport 2 1 1 4 Staff Issue - Communication 3 2 1 6 Staff Issue - Conduct 9 8 4 8 29 Staff Issue - Other 2 1 3 Street Lighting 6 5 3 3 17 Surfacing 2 2 2 6 Traffic Management 15 4 1 20 Winter Maintenance 5 5 Grand Total 70 99 42 71 2 284
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Page 10 Annual Complaints Report 2023-24 Appendix 3 Table 4f – 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 Animal Health 1 1 Building Warrants 1 1 2 Core Paths 2 2 Cost of Council Service 2 2 Council Decision 1 1 Council Service Error 1 1 Dangerous Buildings 2 2 Homelessness Service 2 2 4 Local Development Plan 1 1 Noise Control 1 1 2 Planning Applications 7 14 6 5 32 Private Water Supplies 1 1 Projects, Renewables & Regeneration 1 1 2 Public Conveniences 1 1 Public Health 1 1 2 Staff Issue - Communication 3 9 3 2 17 Staff Issue - Conduct 1 1 Staff Issue - Other 1 1 1 1 4 Grand Total 18 27 15 18 78 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 Area Not Identified Grand Total Acute and Complex Care 8 3 12 4 27 Children and Families 8 13 16 6 43 Criminal Justice 1 1 1 3 Health and Community Care 11 5 9 7 1 33 Grand Total 28 21 38 18 1 106
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Page 11 Annual Complaints Report 2023-24 Appendix 3 Table 5b – Area & Theme breakdown Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Area Not Identified Grand Total Acute and Complex Care 8 3 12 4 27 Council Payments 1 1 Failure of Care 1 1 1 3 Quality of Care 2 2 Respite 1 1 Social Work Decisions 1 3 1 5 Social Work Reports 1 1 2 Staff Issue - Communication 2 2 1 1 6 Staff Issue - Conduct 1 4 1 6 Staff Issue - Other 1 1 Children and Families 8 13 16 6 43 Council Decision 1 1 Failure of Care 1 1 Quality of Care 1 1 Social Work Decisions 3 7 8 3 21 Social Work Reports 1 1 2 4 Staff Issue - Communication 2 2 4 Staff Issue - Conduct 3 2 5 1 11 Criminal Justice 1 1 1 3 Social Work Decisions 1 1 Social Work Reports 1 1 2 Health and Community Care 11 5 9 7 1 33 Care Funding 1 1 Failure of Care 2 1 2 5 Quality of Care 2 2 1 5 Social Work Decisions 4 3 5 5 17 Staff Issue - Conduct 1 1 1 3 Staff Issue - Other 1 1 2 Grand Total 21 15 12 19 67 Notes 1. 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.