Appendix C: Complaint Timeliness and Categorisation 2012-2013

Service

Number

On Time

Late

% on Time

Service

Policy

Staff

Time taken

Lack of Contact

Discrimination

Accountancy

2

2

0

100

2

0

0

0

0

0

Benefits

17

16

1

94

11

2

1

1

1

1

Bereavement Services

5

5

0

100

4

1

0

0

0

0

Building Control

5

5

0

100

2

1

2

0

0

0

Community Development

1

1

0

100

0

1

0

0

0

0

Corporate Property

1

1

0

100

0

1

0

0

0

0

Customer Services

10

10

0

100

4

3

2

0

0

1

Democratic Services

5

5

0

100

3

1

1

0

0

0

Depot Operations

2

2

0

100

2

0

0

0

0

0

Development Management

40

35

5

88

13

12

3

7

5

0

Economic Development

52

48

4

100

19

30

1

0

0

2

Environmental Enforcement

49

49

0

100

4

6

38

0

1

0

Environmental Health

5

3

2

60

1

1

2

1

0

0

Environmental Services

5

5

0

100

4

1

0

0

0

0

Grounds Maintenance

3

3

0

100

3

0

0

0

0

0

Hazlitt Theatre

4

4

0

100

0

2

1

0

0

1

Housing Services

55

47

8

85

12

19

11

5

5

3

Licensing

1

1

0

100

0

1

0

0

0

0

Museum

2

2

0

100

2

0

0

0

0

0

Overview & Scrutiny

1

1

0

100

1

0

0

0

0

0

Parking Services

47

46

1

98

11

17

17

0

1

1

Parks & Leisure

15

14

1

93

7

0

2

0

2

4

Planning Enforcement

9

8

1

89

2

1

1

1

4

0

Revenues

28

26

2

93

15

10

3

0

0

0

Registration Services

4

4

0

100

1

1

2

0

0

0

Spatial Planning

5

5

0

100

3

1

0

0

1

0

Waste Collection

76

76

0

100

34

36

6

0

0

0

Other

1

1

0

100

0

0

0

0

0

1

Total

450

425

25

94%

160

148

93

15

20

14