Corporate Complaints Annual Report - Appendix 2
Argyll and Bute Council · 14 September 2023
Back to Audit and Scrutiny Committee — 14 September 2023 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 2022-23 Appendix 2 Annual Complaints Performance 2022-23 This report provides additional details to accompany the full annual complaints report for 2022-23, which is based on the 8 indicators set by the Scottish Public Service Ombudsman (SPSO). 1. All Complaints listed by theme Complaint theme Number Piers & Harbours 3 Noise Control 3 Payroll 2 Care Funding 2 Civic Amenity 2 Homelessness Service 2 Disabled Parking Bays 2 School Crossings 2 Local Development Plan 2 Fleet 2 Pavements/Footpaths 2 Private Sector Grants 2 Dog Fouling 2 Benefit Payments 2 Pothole 2 Road Markings 1 Procurement 1 Dangerous Buildings 1 Road Closure 1 Library Services 1 Special Uplift 1 Housing Strategy 1 Cost of Council Service 1 Licensing 1 Core Paths 1 Speed Limits 1 Flooding 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 - Communication 52 Staff Issue - Conduct 50 Council Service Error 37 Parking Services 36 Missed Bin 36 Planning Applications 33 Domestic Refuse Collection 30 Education Other 27 Social Work Decisions 23 Staff Issue – Other 21 Education - Treatment of Child 19 Ground Maintenance 18 Street Lighting 15 Quality of Care 14 Public Transport 13 Council Decision 13 Council Tax - Other 12 Road Works 9 Commercial Refuse 9 Road Signage 8 Council Payments 7 Recycling 7 Non Domestic Rates 7 Winter Maintenance 7 Public Health 6 Data Protection 6 Public Conveniences 5 Traffic Management 5 School Transport 5 Enforcement 5 Play Parks 5 Drainage 5 Failure of care 4 Litter 4 Council Property/Buildings 4 Cemeteries 3 Private Water Supplies 3 Committee/Governance 3 Benefits Other 3 Scottish Welfare Fund 3
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Page 2 Annual Complaints Report 2022-23 Appendix 2 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, Financial Services & Community Planning Education, Legal & Regulatory & Commercial Customer Support, Road and Infrastructure & Development & Economic Growth Health and Social Care Partnership Live Argyll Damage/Injury 5 6 Inadequate Information 10 2 30 Late Delivery 1 18 1 Non Delivery 1 2 129 11 1 Policy Restriction 4 2 21 Substandard Delivery 19 44 159 34 Unacceptable Behaviour 2 27 66 21 Grand Total 37 82 429 67 1 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 128 Helensburgh and Lomond 223 Mid Argyll Kintyre and the Islands 113 Oban Lorn and the Isles 146 Area Not Identified 6 Grand Total 616
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Page 3 Annual Complaints Report 2022-23 Appendix 2 Section 3 – Complaints themes by Area Table 3a Mid Argyll, Kintyre and Islands Theme Count of Ward Area Staff Issue - Conduct 10 Council Service Error 8 Staff Issue - Communication 8 Education - Other 7 Public Transport 7 Planning Applications 7 Education - Treatment of Child 5 Social Work Decisions 5 Street Lighting 5 Quality of Care 4 Data Protection 4 Commercial Refuse 4 Public Health 3 Council Decision 3 Winter Maintenance 3 Council Property/Buildings 2 Piers & Harbours 2 Council Payments 2 Pothole 2 School Transport 2 Enforcement 2 Parking Services 2 Benefit Payments 1 Committee/Governance 1 Local Development Plan 1 Private Water Supplies 1 Cemeteries 1 Private Sector Grants 1 Missed Bin 1 Traffic Management 1 Core Paths 1 Domestic Refuse Collection 1 Litter 1 Road Works 1 Benefits Other 1 Road Closure 1 Failure of Care 1 Public Conveniences 1 Grand Total 113
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Page 4 Annual Complaints Report 2022-23 Appendix 2 3b Oban, Lorn and the Isles Theme Count of Ward Area Staff Issue - Communication 14 Staff Issue - Conduct 12 Parking Services 12 Staff Issue - Other 7 Missed Bin 7 Social Work Decisions 7 Education - Other 7 Domestic Refuse Collection 5 Planning Applications 5 Council Tax Other 5 Council Service Error 5 Road Works 4 Public Transport 4 Education - Treatment of Child 4 Ground Maintenance 3 Quality of Care 3 Council Decision 3 Winter Maintenance 3 Street Lighting 2 Commercial Refuse 2 Public Health 2 Failure of Care 2 School Transport 2 Enforcement 2 Council Payments 2 Road Signage 2 Recycling 2 Cemeteries 2 Non Domestic Rates 2 Noise Control 2 Cost of Council Service 1 Benefits Other 1 Procurement 1 Private Water Supplies 1 Traffic Management 1 Dog Fouling 1 Public Conveniences 1 Litter 1 Care Funding 1 Play Parks 1 Drainage 1 Scottish Welfare Fund 1 Grand Total 146
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Page 5 Annual Complaints Report 2022-23 Appendix 2 3c Bute and Cowal Theme Count of Ward Area Council Service Error 14 Staff Issue - Communication 14 Staff Issue - Conduct 10 Education - Other 8 Parking Services 7 Education - Treatment of Child 6 Council Decision 5 Staff Issue - Other 5 Social Work Decisions 5 Planning Applications 4 Quality of Care 4 Non Domestic Rates 4 Council Tax Other 3 Road Works 3 Play Parks 3 Ground Maintenance 3 Council Property/Buildings 2 Missed Bin 2 Recycling 2 Street Lighting 2 Data Protection 2 Payroll 1 Public Health 1 Dog Fouling 1 Local Development Plan 1 Road Markings 1 Disabled Parking Bays 1 Domestic Refuse Collection 1 Private Water Supplies 1 Road Signage 1 Care Funding 1 Housing Strategy 1 Special Uplift 1 Commercial Refuse 1 Council Payments 1 Civic Amenity 1 Private Sector Grants 1 Enforcement 1 Public Conveniences 1 Failure of Care 1 Noise Control 1 Grand Total 128
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Page 6 Annual Complaints Report 2022-23 Appendix 2 3d Helensburgh and Lomond Theme Count of Ward Area Licensing 1 Missed Bin 26 Benefits Other 1 Domestic Refuse Collection 23 Council Decision 1 Staff Issue - Conduct 18 Benefit Payments 1 Planning Applications 17 Play Parks 1 Staff Issue - Communication 16 Scottish Welfare Fund 1 Parking Services 14 Road Works 1 Ground Maintenance 12 Disabled Parking Bays 1 Council Service Error 10 Winter Maintenance 1 Staff Issue - Other 8 Non Domestic Rates 1 Street Lighting 6 Grand Total 223 Social Work Decisions 6 Education - Other 5 Road Signage 5 Council Tax Other 4 Drainage 4 Education - Treatment of Child 4 Recycling 3 Quality of Care 3 Traffic Management 3 Council Payments 2 Homelessness Service 2 Commercial Refuse 2 Public Conveniences 2 Public Transport 2 School Crossings 2 Fleet 2 Pavements/Footpaths 2 Litter 2 Civic Amenity 1 Library Services 1 Speed Limits 1 Flooding 1 Committee/Governance 1 Piers & Harbours 1 Dangerous Buildings 1 School Transport 1 Licensing 1
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Page 7 Annual Complaints Report 2022-23 Appendix 2 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 - Communication 14 16 8 14 52 Staff Issue - Conduct 10 18 10 12 50 Council Service Error 14 10 8 5 37 Parking Services 7 14 2 12 35 Missed Bin 2 26 1 7 36 Planning Applications 4 17 7 5 33 Domestic Refuse Collection 1 23 1 5 30 Education - Other 8 5 7 7 27 Social Work Decisions 5 6 5 7 23 Staff Issue - Other 5 8 7 20 Grand Total 70 143 49 81 343 *2 entries for unidentified area removed Section 4 – Service breakdown by area and theme Table 4a – Chief Executives Unit, Financial Services, Community Planning and Development Theme Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Area Not Identified Grand Total Staff Issue - Conduct 1 1 Staff Issue - Communication 1 1 Scottish Welfare Fund 1 1 1 3 Payroll 1 1 2 Non Domestic Rates 2 1 2 5 Council Tax Other 3 4 5 12 Council Service Error 1 1 Council Payments 2 2 2 6 Council Decision 1 1 Benefits Other 1 1 1 3 Benefit Payments 1 1 2 Grand Total 7 11 5 11 3 37
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Page 8 Annual Complaints Report 2022-23 Appendix 2 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 Staff Issue - Other 1 1 Staff Issue - Conduct 3 1 3 1 8 Staff Issue - Communication 2 1 1 1 5 School Transport 1 1 Licensing 1 1 Education - Treatment of Child 6 4 5 4 19 Education - Other 8 5 7 7 27 Data Protection 2 2 Dangerous Buildings 1 1 Council Service Error 1 1 Council Property/Buildings 2 2 4 Council Decision 5 1 1 2 9 Committee/Governance 1 1 1 3 Grand Total 29 17 20 15 1 82 Table 4c – Customer & Support Services Theme Bute and Cowal Helensburgh and Lomond Oban Lorn and the Isles Area Not Identified Grand Total Council Decision 1 1 Council Payments 1 1 Council Service Error 1 2 1 4 Disabled Parking Bays 1 1 Staff Issue - Communication 1 1 2 Staff Issue - Other 1 1 Grand Total 4 2 3 1 10
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Page 9 Annual Complaints Report 2022-23 Appendix 2 Table 4d – 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 1 2 3 Civic Amenity 1 1 2 Commercial Refuse 1 2 4 2 9 Cost of Council Service 1 1 Council Decision 1 1 Council Service Error 13 7 7 4 31 Data Protection 2 2 Disabled Parking Bays 1 1 Dog Fouling 1 1 2 Domestic Refuse Collection 1 23 1 5 30 Drainage 4 1 5 Fleet 2 2 Flooding 1 1 Ground Maintenance 3 12 3 18 Litter 2 1 1 4 Missed Bin 2 26 1 7 36 Parking Services 7 14 2 12 1 36 Pavements/Footpaths 2 2 Piers & Harbours 1 2 3 Play Parks 3 1 1 5 Pothole 2 2 Procurement 1 1 Public Conveniences 1 2 1 1 5 Public Health 1 2 3 Public Transport 2 7 4 13 Recycling 2 3 2 7 Road Markings 1 1 Road Signage 1 5 2 8 Road Works 3 1 1 4 9 School Crossings 2 2 School Transport 2 2 4 Special Uplift 1 1 Speed Limits 1 1 Staff Issue - Communication 5 4 1 6 16 Staff Issue - Conduct 3 13 5 8 29 Staff Issue - Other 2 5 4 11 Street Lighting 2 5 5 2 14 Traffic Management 3 1 1 5 Winter Maintenance 1 3 3 7 Grand Total 54 146 52 80 1 333
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Page 10 Annual Complaints Report 2022-23 Appendix 2 Table 4d – 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 Core Paths 1 1 Council Decision 1 1 Data Protection 2 2 Enforcement 1 2 2 5 Homelessness Service 2 2 Housing Strategy 1 1 Local Development Plan 1 1 2 Noise Control 1 2 3 Non Domestic Rates 2 2 Planning Applications 4 17 7 5 33 Private Sector Grants 1 1 2 Private Water Supplies 1 1 1 3 Public Health 1 2 3 Road Closure 1 1 Staff Issue - Communication 1 7 6 4 18 Staff Issue - Conduct 2 1 3 Staff Issue - Other 2 1 3 Street Lighting 1 1 Grand Total 13 31 24 18 86
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Page 11 Annual Complaints Report 2022-23 Appendix 2 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 Acute and Complex Care 4 1 3 7 15 Children and Families 12 10 4 3 29 Criminal Justice 1 1 Health and Community Care 4 4 5 9 22 Grand Total 21 15 12 19 67 Table 5b – Area & Theme breakdown Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Acute and Complex Care 4 1 3 7 15 Quality of Care 1 1 1 3 Social Work Decisions 1 2 3 6 Staff Issue - Communication 1 1 Staff Issue - Conduct 2 1 3 Staff Issue - Other 2 2 Children and Families 12 10 4 3 29 Care Funding 1 1 Failure of Care 1 1 Quality of Care 1 2 1 4 Social Work Decisions 3 5 1 9 Staff Issue - Communication 4 1 1 6 Staff Issue - Conduct 1 1 2 1 5 Staff Issue - Other 2 1 3 Criminal Justice 1 1 Staff Issue - Conduct 1 1 Health and Community Care 4 4 5 9 22 Care Funding 1 1 Failure of Care 1 1 1 3 Quality of Care 2 1 2 2 7 Social Work Decisions 1 1 2 4 8 Staff Issue - Communication 2 1 3 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.