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We value all of the complaints, suggestions, and compliments we receive, and use this to improve the services we provide, and tell you about the changes we have made.

What have you been telling our complaints teams?

We produce an interactive dashboard showing all of the feedback we have received in the last quarter. You can use this to see a view of the council as a whole, or for individual services.

View our interactive dashboard

You can also view the most recent reports in the panel on the right hand side.

What have you been telling our services?

Adult social care

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Benefits, Business Rates and Council Tax

The main theme for Q1 has been complaints about the Energy Rebate scheme. Whilst we have until 30 September 2022 to make payments, residents are increasingly frustrated they haven’t been paid. None upheld due to the government deadline so well within time.

Delays in Council Tax processing changes continue to be an issue, exacerbated by the Energy Rebate scheme.

You said, we did
You said We did
That you had not received your energy rebate yet We are endeavouring to resolve by working through the IT bugs fixed regularly through patches and hotfixes. The issue is common to many LAs and the stringent pre-payment checks imposed by central government also delay the process. We hope to clear many of the outstanding payments by 31 July 2022.
That your Council Tax bill had not been updated The priority is to focus on Energy Rebate scheme so although we are bringing in additional staff to backfill, the backlog is likely to continue for most, if not all, of this financial year.

Bereavement services

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Building Control

No feedback received during this quarter via the corporate process.

Business Continuity and emergency planning

Information relating to this service is provided under Emergency Planning.

Business support and finance

No feedback received during this quarter via the corporate process.

Children and young people

No trend or theme was identified during the period of the report.

You said, we did
You said We did
The number of complaints remains low and concern different services. No themes have been identified during the quarter. All complaints receive a response and action specific to the individual or family concerned is taken.

Clean Air Zone

No service analysis received for inclusion in this report.

Communications and Marketing

Information relating to this service is provided under Strategy, Marketing and Engagement.

Health Improvement services

No feedback received during this quarter via the corporate process.

Development, regeneration, skills and employment

No feedback received during this quarter via the corporate process.

Emergency Planning

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Health Improvement services

No feedback received during this quarter via the corporate process.

Heritage services

Heritage Services received 8 complaints during quarter one. The main topic of complaint (5 out of 8 complaints) was in relation to a decision made by senior council staff to not accept a conference booking. All five of these complaints were not upheld as the booking would use council venues in such a way that would prejudice our public health responsibilities and breach our room hire terms and conditions.

Other complaints commented on overcrowding in the Roman Baths, lack of jubilee bunting around the city and the Discovery Card appointment booking system. 

You said, we did
You said We did
One complaint highlighted our Discovery Card booking system did not confirm their appointment details at the end of booking We responded to the complainant and informed them that they should have received their booking details via email, to double check their spam folders and to contact us back if this had not been received. 
One complaint noted a lack of decoration/celebration for the Queen’s Jubilee We provided the complainant with details of Bath’s jubilee celebrations, including photographs of bunting in the city centre and an events list of celebrations across BANES.

One complaint discussed the overcrowding of visitors at the Roman Baths


We informed the complainant of our strict visitor capacity managed through entry timeslots but highlighted the limitations of the system during popular times and peak seasons. We will continue to carefully monitor our visitor capacity.

Highways and traffic

The subjects of complaint during the last quarter related to: Keynsham High street new layout, poor First Bus services, conduct of workman, placement of road works and safety.

Positive feedback has been received regarding verge cutting. Residents are happy with the tidiness of the cutting and that only essential parts are cut.

You said, we did
You said We did

Keynsham High street new layout has been heavily criticised with residents believing the new kerbs are unsafe and have been the cause of multiple trips and falls

Collected data from Keynsham High street complaints to a spreadsheet and passed feedback regularly to the project manager. Further improvements are being made to the high street after this data and a stage 3 Safety Audit.
Multiple issues regarding Bus services (First Bus) with busses not turning up or being delayed. Complaints regarding bus services do not fall under highways. We have ensured the complaint is sent to First Bus to prevent delay.
Complaints received regarding Rude workman and poor conduct to residents We have spoken to the specific party or management to remind them of our expectation with maintaining their professionalism and conduct. This is also to be regularly monitored.
Placement of Temporary Road signs or bollards around road works are not being pedestrian friendly We have taken site visits to see the safety issues first hand and have come to a resolution with contractors to place these in a more suitable place so pedestrians can walk safely around it or to have safe crossing points. If signs are blocking sight lines for drivers we also ensure these are moved to a less sight restricted area but ensuring they are still clearly visible. 

Housing Services

This quarter, Housing Services received 21 complaints. While this is a significant rise compared to last quarter (8 complaints), it must be noted that 11 of these complaints were from the same customer.

Customers are still showing they are unhappy with the attitude of staff. This number is lower than last quarter but is still an issue that needs monitoring. This may be due to increasing workloads and staff shortages, but this is being monitored at a senior level. 

This quarter, customers were unhappy with the way they had been spoken to, the wait times for housing (Homesearch) and policy/procedure. As mentioned in the previous quarter, we are discussing this with senior staff to identify and address increasing stress levels and caseloads which may be impacting on customer service levels.

You said, we did
You said We did

This quarter, customers were unhappy with the way they had been spoken to, the wait times for housing (Homesearch) and policy/procedure

As mentioned in the previous quarter, we are discussing this with senior staff to identify and address increasing stress levels and caseloads which may be impacting on customer service levels.

HR

No feedback received during the period via the corporate process.

Legal and Democratic services

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Libraries, One Stop Shops and Council Connect

Although we have had no actual complaints directly to the service, what we have encountered through the telephones and in front facing access points is feedback from customers that they haven’t been able to get through to various service partners and when they have got through or we have connected them, there have been waiting considerable times.  

The Council Tax rebate scheme has produced increased calls and footfall.

Customer services are being praised for being helpful, informative, and courteous to the residents/visitors regardless of their issue.

You said, we did
You said We did
Customers have raised concerns that they are waiting long periods on the phone to speak with departments that are outside of Council Connect remit/area of expertise

We have been liaising with the appropriate service partners and offering assistance. Together with creating communication channels so we can reassure the callers that there are alternative ways to access the information they require. This did result in service partner extending their hours.

Accountability plays a key factor in improving the service to our residents and visitors. We will review how we work with our internal partners to find and deliver better ways of working, to improve the customer experience.

Parking services

No service analysis received for inclusion in this report.

Parks and green spaces

20 complaints received during the last quarter, three related to matters which were not the responsibility of Bath & North East Somerset.

Two compliments were received, One regarding Parade Gardens and how lovely it was looking and One regarding the new play area at Sydney Gardens.

You said, we did
You said We did
Two regarding allotments:
one customer unhappy that some people had multiple allotments while others had to wait, and one regarding eviction due to illness
Customer was advised that this was historic when people did not want allotments so were allowed more than one. Second customer was advised that we had no record of them being unwell, but another allotment had been offered

Three were regarding uncut hedges

One customer advised needed cutting annually for safety reasons, one needed cutting by side arm flail and no holes in hedge found after inspection, and one was advised that team would attend to rectify the problem.
One was regarding the cut boundaries at Kensington Meadows

Customer was advised that boundaries had to be cut as new whips were planted.

Three regarding trees:
one on the program of works to be felled, one regarding Moorland Road tree planting, and one regarding Ash Tree causing damage to drain

Customer advised on program of works, customer advised that consultation took place with business and included Mobility Guidance from DofT, and last customer advised tree would be felled within 6 months.

Two were regarding Sydney Gardens.
1 Noise from Boules club.

1 Dangerous play equipment

New notices were on order advising to keep noise down.
Contractors to visit site and rectify problems
One regarding uncut grass Customer was directed to B&NES website for cutting regime.
One that the gate had been closed for 6 months at Hedgemead Park Customer advised that Parks are awaiting permission from planning as listed structure.

One at Brickfields and dogs able to get out

Customer advised after consultation, that chain link fence would be replaced with lower railing and area was not solely for dogs.
One regarding the 80th anniversary ceremony at the War Memorial  Plaques were not cleaned as Parks did not know that event was taking place but would now be cleaned.
One was regarding street cleaning and verges uncut Cleansing advised new schedule and would be dealt with over next 2 weeks. Road sweeping had been arranged
One was regarding entry into Parade Gardens Customer was advised that new staff had been given further training on customers with carers.

Partnerships and Corporate Services (including Communications and marketing)

No feedback received during this quarter via the corporate process.

Passenger transport

No feedback received during this quarter via the corporate process.

Planning

No Service analysis received for inclusion in this report.

Project Delivery, Property and Facilities

No feedback received during this quarter via the corporate process.

Public Health

Insufficient feedback received for a trend or theme to be identified during the period of the report

Public Protection

6 complaints received during the last quarter, no trend identified.

You said, we did
You said We did

One was regarding early bin collections

Contact was made with collection company requesting later collections.

One re loud busking in centre of Bath The issue will be investigated.
One regarding a vicious dog let off lead in communal spaces. Neighbour was advised to keep dog muzzled and on lead in communal spaces.
One regarding the grad a cab scheme to travel to Bath Racecourse vaccination centre but designated taxi company did not know about it. Customer advised that they did not quote the relevant account number
One had paid for pest control to attend property but received no contact after 7 days

Pest control had visited site with further visits to follow.

One regarding Seagulls at property
    Contact was made with collection company requesting later collections.
Contact was made with the customer agreeing to investigate issue.

Public toilets

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Public transport

No Service analysis received for inclusion in this report.

Risk and assurance

No feedback received during this quarter via the corporate process.

Strategy, Marketing and Engagement

No feedback received during this quarter via the corporate process.

Street cleansing

No Service analysis received for inclusion in this report.

Waste – Business waste

No feedback received during this quarter via the corporate process.

Waste - Garden waste collections

No Service analysis received for inclusion in this report.

Waste – Kerbside recycling

No Service analysis received for inclusion in this report.

Waste – Recycling centres

No Service analysis received for inclusion in this report.

Waste – Rubbish collections

No Service analysis received for inclusion in this report.