Corporate Complaints Appendix 2 - Themes Breakdown V1.0
Argyll and Bute Council · 15 September 2022
Back to Audit and Scrutiny Committee — 15 September 2022 and its agenda
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Page 1 Annual Complaints Report 2021‐22 Appendix 2 Annual Complaints Performance 2021‐22 This report provides additional details to accompany the full annual complaints report for 2021‐22, 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 Private Sector Grants 3 Benefits Other 3 Play Parks 3 Pavements/Footpaths 3 Care Funding 3 Road Closure 2 Committee/Governance 2 Homelessness Service 2 Disabled Parking Bays 2 Building Warrants 2 Enforcement 2 Road Signage 2 Special Uplift 2 School Catering 2 Dangerous Buildings 2 Local Development Plan 2 Fly Tipping 1 Street Sweeping 1 Leisure Services 1 School Crossings 1 Live Argyll ‐ Other 1 Dog Fouling 1 Pest Control 1 Scottish Welfare Fund 1 Benefits Payments 1 Fleet 1 Road Markings 1 HR Policy/Process 1 Benefit Payments 1 Speed Limits 1 Landlord Registration 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 Domestic Refuse Collection 93 Staff Issue ‐ Conduct 51 Staff Issue ‐ Communication 45 Parking Services 36 Education ‐ Other 30 Missed Bin 30 Council Tax Other 24 Planning Applications 21 Street Lighting 17 Recycling 16 Education ‐ Treatment of Child 16 Failure of Care 16 Ground Maintenance 14 Commercial Refuse 14 Social Work Decisions 13 Quality of Care 12 Staff Issue ‐ Other 12 Public Conveniences 10 Council Service Error 10 School Transport 9 Cemeteries 9 Pothole 8 Road Works 7 Public Transport 6 Council Payments 6 Traffic Management 6 Civic Amenity 6 Council Decision 6 Council Property/Buildings 5 Public Health 5 Winter Maintenance 4 Litter 4 Flooding 4 Drainage 4 Surfacing 4 Projects, Renewables & Regeneration 4 Non Domestic Rates 3 Cost of Council Service 3 Noise Control 3 Data Protection 3
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Page 2 Annual Complaints Report 2021‐22 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 Complaint category 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 LiveArgyll Damage/Injury 3 9 Inadequate Information 7 6 34 1 Late Delivery 5 10 Non Delivery 1 3 136 4 Policy Restriction 5 1 23 Substandard Delivery 22 38 174 40 1 Unacceptable Behaviour 3 19 77 22 Grand Total 43 70 463 66 2 Table 2 – Number of complaints by area Details of complaint themes within ward areas are provided below. Area Count of Ward Area Area Not Identified 5 Mid Argyll Kintyre and the Islands 121 Oban Lorn and the Isles 137 Bute and Cowal 150 Helensburgh and Lomond 231 Grand Total 644
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Page 3 Annual Complaints Report 2021‐22 Appendix 2 Section 3 – Complaints themes by Area Table 3a Mid Argyll, Kintyre and Islands Row Labels Count of Ward Area Staff Issue ‐ Conduct 12 Staff Issue ‐ Communication 9 Domestic Refuse Collection 7 Education ‐ Treatment of Child 7 Quality of Care 6 Planning Applications 6 Staff Issue ‐ Other 5 Street Lighting 5 Failure of Care 4 Public Transport 4 Ground Maintenance 4 Public Conveniences 4 Social Work Decisions 4 Education ‐ Other 4 Missed Bin 4 Commercial Refuse 3 Recycling 3 Piers & Harbours 3 Cemeteries 3 Council Tax Other 2 Council Property/Buildings 2 Council Decision 2 Council Payments 2 Road Works 1 Civic Amenity 1 School Transport 1 Projects, Renewables & Regeneration 1 Pothole 1 Surfacing 1 School Catering 1 Homelessness Service 1 Litter 1 Building Warrants 1 Local Development Plan 1 Dog Fouling 1 Pavements/Footpaths 1 Council Service Error 1 Public Health 1 Parking Services 1 Grand Total 121
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Page 4 Annual Complaints Report 2021‐22 Appendix 2 3b Oban, Lorn and the Isles Row Labels Count of Ward Area Parking Services 15 Staff Issue ‐ Conduct 12 Domestic Refuse Collection 11 Staff Issue ‐ Communication 8 Council Tax Other 7 School Transport 6 Public Conveniences 5 Education ‐ Other 5 Council Service Error 4 Commercial Refuse 4 Pothole 4 Street Lighting 4 Council Decision 3 Cemeteries 3 Social Work Decisions 3 Quality of Care 3 Winter Maintenance 3 Drainage 2 Recycling 2 Failure of Care 2 Missed Bin 2 Road Works 2 Cost of Council Service 2 Special Uplift 2 Private Sector Grants 2 Ground Maintenance 2 Public Transport 2 School Catering 1 Enforcement 1 Care Funding 1 Fly Tipping 1 Staff Issue ‐ Other 1 Traffic Management 1 Leisure Services 1 Benefits Other 1 Homelessness Service 1 Road Closure 1 Projects, Renewables & Regeneration 1 Road Signage 1 Dangerous Buildings 1 Planning Applications 1 Civic Amenity 1 Benefit Payments 1 Pest Control 1 Grand Total 137
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Page 5 Annual Complaints Report 2021‐22 Appendix 2 3c Bute and Cowal Benefits Other 1 Civic Amenity 1 Landlord Registration 1 Building Warrants 1 Benefits Payments 1 Council Decision 1 Council Property/Buildings 1 Litter 1 Live Argyll ‐ Other 1 Grand Total 150 Row Labels Count of Ward Area Staff Issue ‐ Communication 14 Staff Issue ‐ Conduct 11 Domestic Refuse Collection 11 Council Tax Other 10 Education ‐ Other 8 Ground Maintenance 7 Parking Services 6 Social Work Decisions 5 Failure of Care 5 Education ‐ Treatment of Child 5 Planning Applications 5 Recycling 4 Commercial Refuse 3 Staff Issue ‐ Other 3 Public Health 3 Council Payments 3 Traffic Management 3 Play Parks 2 Disabled Parking Bays 2 Quality of Care 2 Cemeteries 2 Street Lighting 2 Surfacing 2 Projects, Renewables & Regeneration 2 Committee/Governance 2 Data Protection 2 Noise Control 2 Non Domestic Rates 2 Drainage 2 Missed Bin 1 Road Works 1 Dangerous Buildings 1 Fleet 1 Enforcement 1 Flooding 1 Cost of Council Service 1 Pavements/Footpaths 1 Road Markings 1 Council Service Error 1 School Transport 1
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Page 6 Annual Complaints Report 2021‐22 Appendix 2 3d Helensburgh and Lomond Row Labels Count of Ward Area Domestic Refuse Collection 64 Missed Bin 23 Staff Issue ‐ Conduct 16 Parking Services 14 Staff Issue ‐ Communication 14 Education ‐ Other 12 Planning Applications 8 Recycling 7 Street Lighting 6 Council Tax Other 5 Failure of Care 5 Education ‐ Treatment of Child 4 Commercial Refuse 4 Pothole 3 Road Works 3 Staff Issue ‐ Other 3 Flooding 3 Civic Amenity 3 Traffic Management 2 Litter 2 Care Funding 2 Council Property/Buildings 2 Council Service Error 2 Speed Limits 1 Benefits Other 1 Ground Maintenance 1 Play Parks 1 Scottish Welfare Fund 1 Cemeteries 1 Noise Control 1 Winter Maintenance 1 Surfacing 1 Public Conveniences 1 School Transport 1 Public Health 1 Social Work Decisions 1 Quality of Care 1 Council Payments 1 Local Development Plan 1 Non Domestic Rates 1 Road Closure 1 Street Sweeping 1 Road Signage 1 Pavements/Footpaths 1 Data Protection 1 School Crossings 1 Private Sector Grants 1 Grand Total 231
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Page 7 Annual Complaints Report 2021‐22 Appendix 2 3e Top 10 complaint themes, broken down by ward area Count of Ward Area Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Council Tax Other 10 5 2 7 24 Domestic Refuse Collection 11 64 7 11 93 Education ‐ Other 8 12 4 5 30 Missed Bin 1 23 4 2 30 Parking Services 6 14 1 15 36 Planning Applications 5 8 6 1 21 Recycling 4 7 3 2 16 Staff Issue ‐ Communication 14 14 9 8 45 Staff Issue ‐ Conduct 11 16 12 12 51 Street Lighting 2 6 5 4 17 Grand Total 72 169 53 67 363 *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 Count of Ward Area Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Benefit Payments 1 1 Benefits Other 1 1 1 3 Benefits Payments 1 1 Council Payments 3 1 1 5 Council Service Error 1 2 Council Tax Other 10 5 2 7 24 Non Domestic Rates 2 1 3 Private Sector Grants 1 1 Scottish Welfare Fund 1 1 Staff Issue ‐ Communication 2 2 Grand Total 19 10 3 10 43
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Page 8 Annual Complaints Report 2021‐22 Appendix 2 Table 4b – Education, Legal and Regulatory Support, Commercial Services Count of Ward Area Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Committee/Governance 2 2 Council Decision 1 1 1 3 Council Property/Buildings 1 2 1 4 Data Protection 1 1 2 Education ‐ Other 8 12 4 5 30 Education ‐ Treatment of Child 5 4 7 16 Road Works 1 1 School Catering 1 1 2 Staff Issue ‐ Communication 1 4 1 6 Staff Issue ‐ Conduct 1 1 1 3 Staff Issue ‐ Other 1 1 Grand Total 20 25 16 8 70 Table 4c – Roads and Infrastructure Services Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Cemeteries 2 1 3 3 9 Civic Amenity 1 3 1 1 6 Commercial Refuse 3 4 3 4 14 Cost of Council Service 1 2 3 Council Decision 1 2 3 Council Property/Buildings 1 1 Council Service Error 1 1 2 5 Dangerous Buildings 1 1 Disabled Parking Bays 2 2 Dog Fouling 1 1 Domestic Refuse Collection 11 64 7 11 93 Drainage 2 2 4 Fleet 1 1 Flooding 1 3 4 Fly Tipping 1 1 Ground Maintenance 7 1 4 2 14 Litter 1 2 1 4 Missed Bin 1 23 4 2 30 Noise Control 1 1 Parking Services 6 14 1 15 36 Pavements/Footpaths 1 1 1 3
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Page 9 Annual Complaints Report 2021‐22 Appendix 2 Pest Control 1 1 Piers & Harbours 3 3 Play Parks 2 1 3 Pothole 3 1 4 8 Projects, Renewables & Regeneration 1 1 2 Public Conveniences 1 4 5 10 Public Transport 4 2 6 Recycling 4 7 3 2 16 Road Closure 1 1 Road Markings 1 1 Road Signage 1 1 2 Road Works 1 2 1 2 6 School Crossings 1 1 School Transport 1 1 1 6 9 Special Uplift 2 2 Speed Limits 1 1 Staff Issue ‐ Communication 6 4 3 4 17 Staff Issue ‐ Conduct 5 12 8 5 30 Staff Issue ‐ Other 1 3 1 5 Street Lighting 2 6 5 4 17 Street Sweeping 1 1 Surfacing 2 1 1 4 Traffic Management 3 2 1 6 Winter Maintenance 1 3 4 Grand Total 69 166 64 92 392 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 Building Warrants 1 1 2 Dangerous Buildings 1 1 Enforcement 1 1 2 Homelessness Service 1 1 2 Landlord Registration 1 1 Local Development Plan 1 1 2 Noise Control 2 2 Planning Applications 5 8 6 1 21 Private Sector Grants 1 1 2 Projects, Renewables & Regeneration 2 2 Public Health 3 1 1 5 Road Closure 1 1 Staff Issue ‐ Communication 4 5 3 4 16 Staff Issue ‐ Conduct 2 1 2 1 6 Grand Total 22 18 15 9 65
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Page 10 Annual Complaints Report 2021‐22 Appendix 2 Health and Social Care Partnership Table 5a – Area breakdown Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Children and Families 8 6 7 6 27 Mental Health, Learning Disability , Addictions and Lifelong Conditions 3 1 4 8 Older Adults/Community Hospitals 7 5 11 8 31 Grand Total 18 12 22 14 66 Table 5b – Area & Theme breakdown Row Labels Bute and Cowal Helensburgh and Lomond Mid Argyll Kintyre and the Islands Oban Lorn and the Isles Grand Total Children and Families 8 6 7 6 27 Care Funding 1 1 Council Payments 1 1 Data Protection 1 1 Failure of Care 2 2 Quality of Care 1 1 2 4 Social Work Decisions 3 1 3 3 10 Staff Issue ‐ Communication 1 1 Staff Issue ‐ Conduct 1 2 1 2 6 Staff Issue ‐ Other 1 1 Mental Health, Learning Disability , Addictions and Lifelong Conditions 3 1 4 8 Failure of Care 1 1 1 3 Social Work Decisions 1 1 Staff Issue ‐ Communication 2 2 Staff Issue ‐ Conduct 1 1 Staff Issue ‐ Other 1 1 Older Adults/Community Hospitals 7 5 11 8 31 Care Funding 1 1 2 Failure of Care 2 4 3 2 11 Quality of Care 1 4 3 8 Social Work Decisions 2 2 Staff Issue ‐ Conduct 1 1 2 4 Staff Issue ‐ Other 1 3 4 Grand Total 18 12 22 14 66 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.