What do we do with the complaints statistics?
You said...we did
Learning from your complaints, comments and compliments
We will not always get it right and we need you to tell us where things go wrong so that we can improve for the future.
When you make a complaint, comment or a compliment, we want to learn from that experience.
Monthly reports summarise the complaints received each month. Here are some of the ways that we have improved our services by listening to you.
You said .. we did
You said
|
We did
|
| Live chat should be available office hours |
We have tried to staff live chat during office hours. This is not always possible but our aim is for live chat to available during office hours. |
| You were confused when you made a complaint and unsure about what happens next |
We have implemented a new complaints system, that sends clear information to the customer and promises a response. |
| My street needs cleaning more in the summer. |
Targeted street cleansing and increased frequency during summer months. |
| My bins are continually getting missed |
Analysed data from missed collection and targeted areas with a higher percentage of missed bins. |
Benefit’s written correspondence was hard to understand
|
All standard letters were reviewed and made easier to understand
|
| Parks bench is broken and in a general state of disrepair. |
Park bench repaired. |
| Website contains information what is out of date. |
Website updated and department re trained to stop pages falling behind. |
| My white sack always blows away |
The crew have been asked and are regularly reminded in the windy weather to secure sacks with green boxes. |
| The petition system isn’t showing my signature |
Clear guidance visible and procedure in place for exceptional circumstances. |
