At Bath & North East Somerset we value our customers and their feedback so we closely monitor all the compliments, comments and complaints that we receive and use the information gained to improve the services that we provide.

As part of these improvements we provide 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.

  • View an interactive dashboard of last quarter (the default view shows ALL corporate cases but the drop down menu allows you to select single or multiple services of interest so that the charts change to show relevant data).

Interactive dashboard

  • The last quarterly report is available for you to download below:

Quarterly customer feedback summary Jan - Mar 2019 (PDF 256KB)

If you would like this report in a different format, please contact us. Previous quarterly reports are also available at the bottom of this page.

This report gives a corporate overview of the customer feedback that has been received and responded to in the past quarter, and notes any key actions or considerations that have resulted from a high level review.

Our Service Teams, responsible for specific services delivered by the Local Authority, handle their own customers' feedback cases and provide quarterly updates on trends, issues or changes that the service is undertaking as a direct or partial result of the feedback they have received. Some of the key outcomes of that feedback are detailed below, and in the “You said / We did…” section of the quarterly summary report, compiled directly from the Customer Feedback Officers (CFOs) responsible for each service area.

Service

Trends / recurring themes

You said…

We did…

Adult Social Care

No feedback received during this quarter via the corporate process.

 

 

Benefits, Business Rates and Council Tax

No Service analysis received for inclusion in this report.

 

 

Bereavement Services

No feedback received during this quarter via the corporate process.

 

 

Business Continuity

No feedback received during this quarter via the corporate process.

 

 

Business Support and Finance

No feedback received during this quarter via the corporate process.

 

 

Children & Young People

No trend or theme emerged from the feedback received this quarter.

 

 

Communications and Marketing

No feedback received during this quarter via the corporate process.

 

 

Development, Regeneration, Skills & Employment

No trend or theme emerged from the feedback received this quarter.

 

 

Emergency Planning

No feedback received during this quarter via the corporate process.

 

 

Health Improvement Services

No feedback received during this quarter via the corporate process.

 

 

Heritage Services

No trend or theme emerged from the feedback received this quarter.

A member of the public was offended by an item at the Fashion Museum

 

The manager of the Fashion Museum responded to the customer, explaining the importance of the particular item in contemporary fashion

 

Highways & Traffic

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The main themes of complaints this quarter include Highway Maintenance, Utility Road Works and Street Lighting issues.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

In terms of positive feedback:

 

 

 

We received some complaints regarding resurfacing on A37 Rush Hill where residents said that diversion signage was not adequate.

 

 

 

 

 

We continue to receive complaints regarding Utility company road works causing delays and disruption, with some people asking why they were not done during half terms when roads are quieter

 

 

 

 

 

 

We received a compliment from a business owner in Chew Magna, regarding the A37 Pensford closure diversion signage – initially they emailed concerns to Highways and engineers promptly amended signage to divert HGV’s along a more suitable route and this was recognised by the business owner.

 

Our Highways Maintenance team received thanks for the resurfacing works carried out on Park Road in Keynsham. Staff were praised for being courteous and professional – This included staff from BANES and Skanska (our resurfacing contactor).

 

We received several compliments to thank us for responding to issues promptly such as the diversion signage issues in Chew Magna (above), repairing damaged pavements and dealing with blocked drains.

 

Diversion signage was in place before work began and after complaints were received engineers checked signage was adequate and added Business Open as Usual signs. Engineers also met up with one business owner to discuss issues he had raised.

 

Our Street works team confirmed to complainants that we work with Utility companies to try and minimise disruption, however in some instances road works were due to emergencies and therefore works are unavoidable. Many residents are unhappy that they have not been informed of upcoming works (utility companies do not have to notify residents).

 

Housing Services

No trend or theme identified from the feedback received this quarter.

 

 

HR

No feedback received during this quarter via the corporate process.

 

 

Improvement & Performance

No feedback received during this quarter via the corporate process.

 

 

Legal & Democratic Services

1 complaint was received which related to an IT problem with the website, which has now been rectified.

 

 

 

Libraries, One Stop Shops & Council Connect

There have been seven complaints in total, but all varying in theme and with no trends.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

In terms of positive feedback customers have told us:

 

The reception staff in One Stop shop were helpful and courteous.

 

Midsummer Norton Staff very help to a Blue Badge customer. 

Concerns over a hard copy containing customer data apparently going missing.

 

Excessive Printing queuing times

 

 

 

 

Service closures over Christmas weekend ( days that are not Bank Holidays)

 

 

Delays to answering phone

 

 

 

Location of audio stock on lower shelves, difficult to access for disabled customers.

 

 

Lack of choices on Cookie controls for access to the council website.

Passed on to appropriate senior management for investigation.

 

 

Second Print and Pay machine purchased. Second machine is now installed and has alleviated this problem.

 

Passed on to appropriate senior management who communicated reasons behind decision to customer.

 

In process of changing the way calls are directed to the library at weekends.

 

Relocated items to more accessible area with better lighting.  Where space allows, all stock is being displayed in most accessible may.

 

Passed it on to appropriate senior management to influence future IT decisions.

Parking Services

No Service analysis received for inclusion in this report.

 

 

Parks & Green Spaces

 

Of the eight complaints received two were regarding trees of which one was the responsibility of BT to replace the hollow telephone pole so that squirrels would not jump from trees and climb into it and damage the line. The second was at Linear Park where the customer did not want trees cut at 9am and also that branches fell into his garden.

 

One was regarding the delay in returning the key deposit for his allotment.

 

One was regarding Bereavement Services charges.

 

 

 

 

Two were from the same customer regarding the ongoing consultation at Innox Park.

 

 

 

Shrubs at Bathwick had been removed making resident boundary less secure.

 

 

 

 

 

One was regarding a Bin removal from Sulis Meadows.

 

The Customer was advised that this was a BT matter and that Parks did not have the resources to cut the trees for this reason only.

 

Branches have been removed from the garden and it was explained that 9 a.m. constitutes a reasonable time for Council work to be undertaken.

 

A cheque was sent to the customer on 16/1/2019

 

 

The Parks Department is not able to respond to Bereavement Services queries. The complaint was passed to Bereavement Services for a response.

 

The customer has been emailed advising that residents were notified about the consultation and that their comments would be taken into consideration.

 

Email sent to customer advising that the removing of the shrub border was a mistake and would be replanted but that, ultimately, the Council is not responsible for resident’s boundary security.

 

Customer was emailed explaining that this bin was in poor condition, therefore removed and that there are several other bins in the location. The bin would not be replaced due to limited resources.

 

Passenger Transport

No feedback received during this quarter via the corporate process.

 

 

Planning and Building Control

No trend or theme emerged from the feedback received last quarter.

 

A small number of complaints were received this quarter.  2 complaints related to handling of planning applications.  1 complaint related to the advertising of planning applications in the Bath Chronicle and 1 related to CIL regulations.  Out of these one complaint was upheld. The Service received 13 compliments.

 

 

 

Policy & Partnerships

No feedback received during this quarter via the corporate process.

 

 

Project Delivery, Property & Facilities

 

No feedback received during this quarter via the corporate process.

 

 

Public Health

No feedback received during this quarter via the corporate process.

 

 

Public Protection

No trend or theme emerged from the feedback received this quarter.

 

 

Public Toilets

No trend or theme emerged from the feedback received this quarter.

 

 

Public Transport

In the last quarter, the complaints we have had centre around buses being late/not turning up/missing stops.  In these cases, the complaints have been passed to the bus companies for them to look into and feed back to Public Transport.  The outcome is then passed to the passenger for their information.

 

 

 

Risk & Assurance

No feedback received during this quarter via the corporate process.

 

 

Street Cleansing

Most feedback relates to individual issues or concerns.

These issues and concerns are investigated and resolved, on a case by case basis.

 

 

 

Waste – Business Waste

Most feedback relates to individual issues or concerns.

These issues and concerns are investigated and resolved, on a case by case basis.

 

 

 

Waste - Garden Waste Collections

Most feedback relates to individual issues or concerns.

These issues and concerns are investigated and resolved, on a case by case basis.

 

 

 

Waste – Kerbside Recycling

Most feedback relates to individual issues or concerns.

These issues and concerns are investigated and resolved, on a case by case basis.

 

 

 

Waste – Recycling Centres

Most feedback relates to individual issues or concerns.

These issues and concerns are investigated and resolved, on a case by case basis.

 

 

 

Waste – Rubbish Collections

Most feedback relates to individual issues or concerns.

These issues and concerns are investigated and resolved, on a case by case basis.

 

 

 

Quarterly reports 2017/18

Quarterly reports 2016/17

Quarterly reports 2015/16

Quarterly reports 2014/15

 

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