Looking forwards
The number of stage one and stage two complaints we received this year increased.
The number of complaints upheld or partially upheld at both stages also increased, in line with the overall increase in complaints.
Whilst it’s not possible to evidence this, we believe the more robust processes we put in place to record and oversee complaints through customer services contributed to the increased level of complaints we’ve handled.
Whilst we upheld, or partially upheld 33 stage one complaints, we only issued 19 apologies. Our view is that if any complaint is upheld or partially upheld, we should always issue an apology.
We are now working with teams involved to ensure this takes place moving forwards.
We are delighted the number of compliments we received more than doubled this year – well done to all teams involved. To build on this, we will be reviewing service areas where compliments have increased (such as planning), so we can identify best practice and learning opportunities.
We will also be looking into areas where complaints have increased to identify issues or trends we can address.
If you have any questions, please email our customer services team at enquiries@lichfielddc.gov.uk