Quarterly Corporate Complaint Summary

Bath and North East Somerset Council closely monitors the compliments, comments and complaints that we receive from our customers, so that we can use the information gained to improve the services that we provide.

As part of these improvements we are now providing feedback to our customers on issues that have been identified as a result of the complaints received. We will highlight any service improvements that have taken place, or provide further information to clarify any issues that may have arisen as a result of any policy or legislative changes.

The last quarterly report is available for you to download by a link under 'Related Information' to your right. If you require this report in a different format please lets us know your requirements when you email us.

Below is a brief overview of the number of complaints closed between 1st April and 30th June 2008.

Quarterly Summary of Closed Complaints

Service Area	Complaints Closed	No/ breaching SLA	Formal Stage 1	Formal Stage 2	Not Upheld	Upheld	Partially Upheld
Adult Care & Health	2	-	-	-	-	1	1
Adult Care, Housing & Health	6	3	1	-	4	2	-
Children, Young People & Family Support	2	-	-	-	2	-	-
Council Connect & Revenues & Benefit Services	39	5	-	-	20	11	8
Council Solicitor	1	-	-	-	1	-	-
Development & Regeneration	1	-	-	-	1	-	-
Environmental Services	157	31	-	-	69	83	6
Finance	4	1	-	-	1	3	-
Planning & Transport Development	17	11	-	-	9	7	-
Project Management	-	-	-	-	-	-	-
Property Services	2	1	-	-	-	1	1
Tourism, Culture & Leisure	3	-	-	-	1	2	-
Policy & Partnerships	1	-	-	-	1	-	-
Totals	235	52	1	0	109	110	16

235 Complaints reported to the Council were closed in the first quarter of 2008/09

46% of these complaints were upheld;

47% were not upheld; and

7% were partially upheld.

78% of the complaints received were dealt with in accordance with the Council's performance target.

Bath & North East Somerset Council

Quarterly Corporate Complaint Summary

Quarterly Summary of Closed Complaints