We value all of the complaints, suggestions, and compliments we receive, and use them to improve the services we provide, and tell you about the changes we have made.
View the latest feedback
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
What have you been telling our services?
Select a service below to find out what feedback we have received, any themes or trends we have identified, and how we have acted on it.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No Service analysis received for inclusion in this report.
Two negative feedback cases received in this quarter with no relation to each other therefore no theme arisen.
| You said | We did |
|---|---|
| One related to an issue with the wrong chapel being booked for a cremation which caused a lot of distress to a family. | We have acknowledged the error and compensated the family accordingly. We have also put in place a confirmation email which gets sent to Funeral Directors when they make a booking, confirming the chapel they’ve booked and details of the booking, to ensure this doesn’t happen again. |
| The other related to the decision to close the Cemetery gates, restricting vehicle access at Locksbrook Cemetery, which has negatively impacted a disabled visitor’s attendance at a family grave. | This is an ongoing situation which is being monitored by management. The gates currently remain closed however special access has been granted to this customer and other disabled customers to arrange for the gates to be open on an agreed appointment to permit them access. |
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No feedback received during this quarter via the corporate process.
No feedback received during this quarter via the corporate process.
No trend or theme was identified from feedback received during the period of the report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
We received 5 complaints during this quarter, which were all unrelated. 1 of the 5 was related to an external marshal, not a B&NES employee or contractor. We received 4 suggestions, which were all unrelated. We received 1 compliment during this quarter thanking the team for the wonderful Christmas tree in Abbey Churchyard.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No feedback received during this quarter via the corporate process.
No feedback received during this quarter via the corporate process.
The service received 3 reports of customers that were unhappy with the level of customer service/interactions with staff members at the Roman Baths.
2 of the complaints were the result of trialling new security measures in anticipation of the introduction of Martyn’s Law. Guests were asked to go through metal detectors to enter the site and take part in bag searches if the metal detectors activated. They have been passed onto the Operations and Security team for consideration post-trial.
| You said | We did |
|---|---|
| Disliked disorganisation and ‘chaos’ of the security system being trialled when visitors arrived as part of a group booking. A member of the VE staff was also rude in interactions due to the stress of the chaos. | Feedback shared with the Operations and Security team alongside the VEH managers. VE staff reminded that they cannot be rude to guests when they are stressed and if they are confused by a new process or policy to speak to their supervisors for training and advice. |
| Did not like potential delays to access to the disabled toilets that the trial security system presented. | Feedback shared with Operations and Security team to consider in the post-trial review and to inform how these delays could be avoided if the security system was implemented permanently. |
| Found a contracted worker rude when interacting with them as part of the visit to the Roman Baths. | Feedback shared with contracting company and the contractor has been reminded of the standard of customer service expected in their role. |
The main problems reported by customers in our service area have been:
- Complaints regarding drainage and flooding primarily the maintenance of gullies
- Street works from utility companies primarily letter drops, work quality and noise levels
- Congestion concerns within BANES (often shared through suggestions requesting changes to the highway)
- Complaints raised from residents unhappy with the level of service in terms of road maintenance and condition
- Insurance claims and compensation requests following personal injuries or damage to vehicles after adverse weather conditions
| You said | We did |
|---|---|
| Enquiries from the general public in relation to adverse weather and how we provide our winter service. | Advising residents on where we grit and our winter service policy regarding grit bin criteria and best practice. We will be trying to extend this through social media platforms to increase awareness of not only our gritting routes but also where residents can find their nearest grit bin and criteria of new grit bin requests. Continue to promote the positive changes and stats of what highways have achieved through social media platforms. Examples of this are how many potholes filled, grit bins filled and resurfacing schemes that have a positive impact on the wider communities. Currently the feedback from local residents regarding fix my street is positive however, we have requests for more service areas to be added to create one reporting platform ensuring this is more user friendly. |
Trends
This quarter, Housing Services received a total of 11 complaints. These were split according to the following departments:
- Options & Advice (6)
- Homesearch (3)
- Housing Standards (2)
The most common complaint categorisations were being dissatisfied with the level of service, disagreeing with policy and procedure, and the attitude/conduct of staff.
These types of complaints are expected as these are primarily customer facing departments. These complaints are dealt with on a case-by-case basis due to individual customer circumstances. Complaints regarding staff attitude are investigated thoroughly and are being monitored. Managers are checking in with staff regularly to ensure they are made aware of any issues which may be impacting on the team’s ability to respond in the way we expect and would wish to see.
| You said | We did |
|---|---|
| The most common theme arising from complaints is that customers are becoming dissatisfied with the level of service provided. However, a few also referenced disagreeing with policy/procedure and staff attitude. All complaints regarding staff attitudes are investigated thoroughly | Department policies are available online and staff are advised to direct customers to them. Staff have also been offering further clarifications if they are unclear. Regarding staff attitudes, senior managers are continuing to check in with staff regularly to help manage stress and workloads. |
No feedback received during the period via the corporate process.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No Service analysis received for inclusion in this report.
Parking Services provide a range of services which can be considered emotive. These include:
- Administration and enforcement of on-street and off-street parking restrictions and Bus Lanes
- Administration of on-street and off-street parking permits
- Administration of the Blue Badge scheme, including the outcome of applications and Blue Badge fraud
- Parking asset maintenance
The number of complaints received (33) is extremely low in comparison to the volume of customer accounts and related customer contacts received by the service. 100% of complaints were responded to within the corporate timescale of 15 days.
Partially upheld complaints (5) related to individual issues and some delay in response to their request/issue, a temporary issue caused by an uncommunicated 3rd party change with newly installed pay & display machines which was rectified promptly with no user being financially disadvantaged and a temporary issue with the digital display of car park occupancy information indicating how full car parks were which was promptly corrected.
Not upheld complaints (28) related to individual issues and the following themes:
- Level of parking charges currently in place and new parking charge proposals subject of public consultation during this period. Our responses explained the legal consultations undertaken in respect of previous charges, and how people could participate to have their say in respect of the live consultation at the time concerning parking charges 24/25. You can view the latest consultation here.
- •Alleged conduct or attitude of staff. These allegations relate to interactions where enforcement action was being taken and in one instance in response to concerns for pedestrian safety. Investigations did not identify evidence to support allegations.
- Emergency road closures at the time of the Christmas market. We explained these were enhanced measures put in place to protect public safety and followed formal request from Avon and Somerset Police, due to police and council concerns raised regarding the large footfall in the city and to mitigate risks created by unauthorised vehicles failing to leave; the area within the market’s footprint. Read further information.
- Vehicle break in/damage whilst at Manvers Street car park. Our responses empathised with these reported incidents (noting that signage is in place to make clear motorists park at car parks at their own risk). We explained that work is being undertaken to address anti-social and criminal behaviour within this public space, noting that criminal activities, regardless of where they occur are the remit of the Police. A project is underway to improve the security of the lower level of the car park, and include additional CCTV. We anticipate the new controls will ensure a reduction in Anti-Social Behaviour, improving the customer experience and making it a safer environment. Works are expected to start soon.
Complaints and positive feedback
We are pleased to also continue to receive positive feedback about the services we provide. Customer Service is a key priority for us and we continue to support and develop our teams to uphold the highest of standards as Ambassadors of the Council.
‘I would just like to say how brilliantly clear your webpage for the Lansdown Park & Ride services is. It has a plain simple straightforward layout and answers every possible question. If only many other park and ride info pages would follow this example.’
‘I would like to say a huge thank you to xx from Parking Services. I spoke with xx regarding issues we were having obtaining visitor parking permits. XX was very helpful on the phone and followed up with a speedy resolution to the issue. Thank you xx. This was really appreciated.’
17 complaints were received during the last quarter, no trend was identified.
| You said | We did |
|---|---|
| Two complaints related to Trees: One related to a fallen branch onto a car; one for damage to a private wall. | One customer was notified that the tree would be included in winter works program and one that the tree was inspected and no risk found. Both were passed to the insurance team and customers notified. |
| Two complaints related to allotments. | One customer was advised that they could not have a second plot as there was a waiting list in place. One customer advised that the current admin for plots would be revised. |
| Two complaints related to full public waste bins. | One customer was advised that the bin was full as it is being used for domestic waste. One customer was advised that the bin would be emptied more often in future. |
| Two complaints related to grass on cars after the team had cut the verges. | Both customers were advised that the Council does not reimburse for car cleaning but given insurance email address if they wanted to claim for any damage caused. |
| One complaint related to Kensington Meadows and that the meadow area had been cut and that residents had planted trees and the Parks team had removed them. | The customer was informed that the area had been cut as usual for meadow grass. And that planting trees is not permitted unless in agreement with Parks. |
| One complaint related to damage to Royal Victoria Park after the Oktoberfest event. | The customer was advised that the repair will be completed and charged to the event holders. |
| One complaint related to a child that had cut a finger on play equipment in Royal Victoria Park. | The customer was advised that the play inspector would carry out a full safety check. |
| Four complaints were not the responsibility of the Council. | All customers were notified. |
No feedback received during this quarter via the corporate process.
Planning have issued 455 delegated decisions and 17 committee decisions in this quarter, and we have received 4 complaints during that period concerning separate individual planning applications.
No trend or theme was identified through feedback received this quarter via the corporate process.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No feedback received during this quarter via the corporate process.
No Service analysis received for inclusion in this report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No feedback received during this quarter via the corporate process.
No feedback received during this quarter via the corporate process.
6 complaints received, and 8 suggestions received (including 3 duplicates). The main problems being reported are regarding the consultation for the Bath Walking, Wheeling and Cycling Links (BWWCL) scheme.
| You said | We did |
|---|---|
| Disliked the size of a new bus stop installation and felt it negatively impacted the street parking available. | Advised that this bus stop has been installed with standard size specifications and that there are not current plans to amend or relocate the bus stop. |
| Residents disliked the way that information around the consultation for the BWWCL scheme has been shared, (i.e. leaflets, emails and notice boards) as they felt this had not allowed residents sufficient notice of the scheme and wanted the consultation period extended to account for this. | Feedback passed to the Active Communities Manager and lead engineer and project manager for BWWCL scheme. Consultation extended and resident have been directed to the correct portal to submit feedback. |
| Resident complaint regarding road closures as part of the Clean Air Zone. The resident felt that this increased traffic in surrounding streets. | Complaint fed back to the Liveable Neighbourhoods Team and resident given details of the correct portal to submit consultation feedback |
No feedback received during this quarter via the corporate process.
No service analysis received for inclusion in this report.
No feedback received during this quarter via the corporate process.
We collect from 84,350 properties within Bath and North East Somerset. We have received 209 feedback cases in the last quarter which represents 0.25% of service provision.
The main problems reported by customers have been:
- Containers not being returned to the same location as presented
- Missed collections
- Litter seen following collection vehicles leaving the area
We have been experiencing storms in recent weeks with strong winds. Some streets have been littered before we arrive. We would encourage residents to use a recycling box with lid to contain the recycling when presented for collection and if high winds are forecast not to place containers out for collection until morning of collection. Streets reporting high levels of littering are being monitored.
We have:
- increased monitoring of crews following collection
- revisited training for crews on container presentation
In spring 2025, we will also be trialling new lidded reusable bags for plastics and cans, items which are lightweight and easily windblown on collection day. Litter surveys will be carried out before and during the trial on collection days.
We collect from 84,350 properties within Bath and North East Somerset. We have received 209 feedback cases in the last quarter which represents 0.25% of service provision.
The main problems reported by customers have been:
- Containers not being returned to the same location as presented
- Missed collections
- Litter seen following collection vehicles leaving the area
We have been experiencing storms in recent weeks with strong winds. Some streets have been littered before we arrive. We would encourage residents to use a recycling box with lid to contain the recycling when presented for collection and if high winds are forecast not to place containers out for collection until morning of collection. Streets reporting high levels of littering are being monitored.
We have:
- increased monitoring of crews following collection
- revisited training for crews on container presentation
In spring 2025, we will also be trialling new lidded reusable bags for plastics and cans, items which are lightweight and easily windblown on collection day. Litter surveys will be carried out before and during the trial on collection days.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
We collect from 84,350 properties within Bath and North East Somerset. We have received 209 feedback cases in the last quarter which represents 0.25% of service provision.
The main problems reported by customers have been:
- Containers not being returned to the same location as presented
- Missed collections
- Litter seen following collection vehicles leaving the area
We have been experiencing storms in recent weeks with strong winds. Some streets have been littered before we arrive. We would encourage residents to use a recycling box with lid to contain the recycling when presented for collection and if high winds are forecast not to place containers out for collection until morning of collection. Streets reporting high levels of littering are being monitored.
We have:
- increased monitoring of crews following collection
- revisited training for crews on container presentation
In spring 2025, we will also be trialling new lidded reusable bags for plastics and cans, items which are lightweight and easily windblown on collection day. Litter surveys will be carried out before and during the trial on collection days.