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Home   Contact us   Complaints and feedback   Complaints performance and improvements

Complaints performance and improvements

Complaint Performance Data

You said, we did

Some examples of your comments and how we responded
You saidWe did
National Entitlement Card application forms were going missing, causing problems and delays We transferred the process to a new system and applications are now scanned
There was some confusion as to what waste goes in each coloured bin A recycling leaflet was produced and issued that detailed what residents should do
Some of our employees were making loud noise when starting repair work early in the morning Operatives will ensure noise levels are kept to a minimum if starting early
It was difficult to contact one of the Council’s contractors The contractor now provides an email and text option on initial correspondence
Certain applications were being delayed when being handed into the Council’s Customer Service Centres A new scanning process was introduced to reduce delays in applications being processed
Employees sometimes provided incorrect information We delivered targeted training and briefing sessions to the relevant employees
Our Welfare Reform Advice Team did not provide sufficient preparation time prior to customer visits The team increased the notice given in appointment letters to 5 days
When work is carried out that requires scaffolding, elderly or infirm tenants have difficulty putting their bins out for collection If erected scaffolding makes it awkward for elderly or infirm tenants to position waste bins themselves, the Roofing/Render contractor will do this

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