Corporate Feedback Statistics 2010-2011
Corporate Feedback 2010-2011
The Corporate Feedback Procedure was launched
on 1st April 2009 and replaced the Complaints Procedure. The
new format was designed to gather positive as well as negative
feedback and therefore has 4 categories as follows:
compliments, comments, concerns and complaints.
Customer feedback on our services gathered this way is shared with
the Senior Officer Group at the end of each quarter and the
quarterly Performance Clinics to enable discussion of any issues
that need to be addressed as well as any positive feedback to the
Officers.
Quarter 1
|
Corporate Feedback for
Qtr 1
Apr-Jun 10-11
|
Number of customer complaints
|
Number of customer compliments
|
Number of customer comments
|
Number of customer concerns
|
Completed within 15 days |
Number of Complaints originated via MP |
Number of complaints with Ombudsman
involvement |
| Anti Social Behaviour |
1 |
1 |
|
|
50% |
0 |
0 |
| Benefits |
2 |
1 |
|
|
100% |
0 |
0 |
| Council Tax |
2 |
|
|
|
100% |
1 |
0 |
|
Culture and Wellbeing
|
|
|
|
1 |
100% |
0 |
0 |
| Customer
Service |
2 |
10 |
|
|
100% |
1 |
0 |
|
Housing
Delivery |
1 |
|
|
|
100% |
0 |
0 |
| Housing Maintenance |
3 |
3 |
|
|
100% |
2 |
0 |
| Housing Management |
2 |
|
|
2 |
100% |
3 |
0 |
| Licensing |
1 |
|
|
|
100% |
0 |
|
| Open Spaces |
2 |
25 |
|
|
100% |
0 |
0 |
| Planning/ Development Management |
4 |
|
|
|
100% |
2 |
0 |
| Procedural/ Council |
4 |
1 |
|
|
100% |
2 |
0 |
| Supported Housing |
1 |
|
|
|
100% |
0 |
0 |
| Waste/ Recycling |
1 |
1 |
|
|
100% |
1 |
0 |
| Total |
26 |
42 |
0 |
3 |
|
12 |
0 |
Quarter 2
|
Corporate Feedback for
Qtr 1
Jul-Sept
10-11
|
Number of customer complaints
|
Number of customer compliments
|
Number of customer comments
|
Number of customer concerns
|
Completed within 15 days |
Number of Complaints originated via MP |
Number of complaints with Ombudsman
involvement |
| Council Tax |
1 |
|
|
|
100% |
0 |
0 |
|
Culture and Wellbeing
|
|
1 |
|
|
100% |
0 |
0 |
Customer
Services |
1 |
6 |
|
|
100% |
0 |
0 |
Environmental
Health |
1 |
|
|
|
100% |
1 |
0 |
| Housing Maintenance |
1 |
2 |
|
|
100% |
1 |
0 |
| Housing Management |
6 |
|
1 |
1 |
100% |
4 |
1 |
| Licensing |
1 |
|
|
|
100% |
0 |
1 |
| Open Spaces |
1 |
8 |
|
|
100% |
1 |
0 |
Pest
Control |
|
1 |
|
|
100% |
0 |
0 |
Planning/
Development
Management |
3 |
|
|
|
100% |
1 |
1 |
Procedural/
Council |
2 |
|
|
|
100% |
0 |
1 |
| Supported Housing |
|
2 |
1 |
|
100% |
0 |
0 |
| Waste/ Recycling |
1 |
1 |
1 |
|
100% |
1 |
0 |
| Total |
18 |
21 |
3 |
1 |
|
9 |
4 |
Full Mode