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Appendix A – 2011-12 Complaints Timeliness and Categorisation
|
Service |
Total |
% Answered on time |
Lack of contact |
Time taken |
Policy |
Discrimination |
Service |
Staff |
|
Benefits |
11 |
73% |
2 |
0 |
0 |
0 |
6 |
3 |
|
Bereavement Services |
5 |
100% |
0 |
0 |
0 |
0 |
4 |
1 |
|
Building Control |
3 |
100% |
0 |
0 |
0 |
0 |
0 |
3 |
|
Chief Executive's Secretariat |
1 |
100% |
0 |
1 |
0 |
0 |
0 |
0 |
|
Cleansing |
1 |
100% |
0 |
0 |
1 |
0 |
0 |
0 |
|
Communications |
1 |
100% |
0 |
0 |
1 |
0 |
0 |
0 |
|
Community Development/Partnerships |
1 |
0% |
0 |
0 |
0 |
0 |
1 |
0 |
|
Community Safety |
1 |
0% |
0 |
0 |
0 |
1 |
0 |
0 |
|
Complaints |
2 |
0% |
0 |
0 |
0 |
0 |
1 |
1 |
|
Customer Services |
17 |
94% |
0 |
0 |
1 |
1 |
8 |
7 |
|
Democratic Services |
6 |
83% |
1 |
0 |
1 |
0 |
4 |
0 |
|
Development Management |
85 |
98% |
11 |
15 |
27 |
0 |
28 |
10 |
|
Economic Development |
3 |
100% |
0 |
0 |
2 |
0 |
1 |
0 |
|
Environmental Enforcement |
56 |
100% |
1 |
1 |
18 |
1 |
14 |
21 |
|
Environmental Health |
1 |
100% |
0 |
0 |
0 |
0 |
0 |
1 |
|
Facilities |
1 |
100% |
0 |
0 |
0 |
0 |
1 |
0 |
|
Grounds Maintenance |
7 |
100% |
0 |
1 |
1 |
0 |
4 |
1 |
|
Hazlitt Theatre |
1 |
0% |
0 |
0 |
0 |
0 |
1 |
0 |
|
Housing options/PSH |
47 |
60% |
7 |
1 |
8 |
4 |
20 |
7 |
|
IT Support |
1 |
100% |
0 |
0 |
0 |
0 |
1 |
0 |
|
Museum |
1 |
0% |
1 |
0 |
0 |
0 |
0 |
0 |
|
Other (was sorted into other categories in Q3 and Q4) |
1 |
100% |
0 |
0 |
0 |
0 |
1 |
0 |
|
Parking |
27 |
96% |
1 |
0 |
5 |
1 |
11 |
9 |
|
Parks and leisure |
8 |
88% |
2 |
0 |
0 |
1 |
5 |
0 |
|
Property, Procurement and Projects |
1 |
100% |
0 |
1 |
0 |
0 |
0 |
0 |
|
Public Toilets |
3 |
100% |
0 |
0 |
2 |
0 |
1 |
0 |
|
Revenues |
30 |
70% |
2 |
0 |
8 |
0 |
18 |
2 |
|
Spatial Planning |
3 |
100% |
2 |
0 |
1 |
0 |
0 |
0 |
|
Waste Collection |
83 |
100% |
5 |
0 |
12 |
0 |
59 |
7 |
|
TOTALS |
408 |
89% |
35 |
20 |
88 |
9 |
189 |
73 |