Com­plaint num­bers down

Runcorn & Widnes Weekly News - - Front Page -

THE num­ber of com­plaints made by res­i­dents about Hal­ton Bor­ough Coun­cil fell last year ac­cord­ing to the most re­cent fig­ures.

The cor­po­rate services pol­icy and per­for­mance board will be pre­sented with a re­port de­tail­ing anal­y­sis of criticism of the coun­cil by Run­cor­ni­ans and Wid­ne­sians dur­ing the 2016-17 fi­nan­cial year.

A re­port to a meet­ing on Tues­day, Septem­ber 5, said 79 cor­po­rate com­plaints were re­ceived by the lo­cal author­ity over the 12 months.

It rep­re­sents a re­duc­tion from 125 made in 2015-16 and 102 in 2014-15.

The level has now fallen to a sim­i­lar level as those re­ceived in 2013-14.

The re­port said com­plaints are at­tempted to be resolved through two stages in­ter­nally with the coun­cil, be­fore be­ing passed onto the Lo­cal Gov­ern­ment Om­buds­man (LGO) if matters are not con­cluded to a com­plainant’s sat­is­fac­tion.

Of the 79 com­plaints re­ceived in 2016-17, 73 were resolved at the first stage and six pro­ceeded to the sec­ond.

A to­tal of 33 of the com­plaints were in con­nec­tion with the coun­cil’s waste man­age­ment.

More than 40 of the com­plaints re­ferred to ser­vice qual­ity and the re­port said the ma­jor­ity of th­ese re­lated to missed bin col­lec­tions.

It said: “As this is a ser­vice that af­fects res­i­dents as a whole, it is not un­ex­pected that this is an area that can cause a sig­nif­i­cant num­ber of com­plaints.

“In most cases though, the ser­vice was able to ● con­tact the in­di­vid­ual and have the is­sue resolved within a day or two of the com­plaint be­ing re­ceived.

“There were a rel­a­tively small num­ber of com­plaints con­cern­ing staff con­duct and in all cases the sit­u­a­tions which led to the com­plaint be­ing made were sub­ject to dis­cus­sion with in­di­vid­u­als con­cerned.

“How­ever, such com­plaints raised no spe­cific con­cerns in re­la­tion to ei­ther ser­vice pro­vi­sion or iden­ti­fied train­ing re­quire­ments.”

The re­port said 23 com­plaints were up­held, with 32 ‘par­tially up­held’, with the ma­jor­ity of the lat­ter re­lat­ing to missed bin col­lec­tions. The doc­u­ment added: “Anal­y­sis of the com­plaints the coun­cil re­ceives pro­vide es­sen­tial in­for­ma­tion to help shape and de­velop services.

“They com­ple­ment the wide range of con­sul­ta­tion ex­er­cises that the or­gan­i­sa­tion un­der­takes.

“Col­lec­tively the coun­cil uses this in­for­ma­tion, along with that re­sult­ing from rou­tine in­ter­ac­tion with res­i­dents, to help im­prove the services we pro­vide or com­mis­sion.” ● Run­corn Town Hall

Joe Kear­ney

Mu­nic­i­pal Build­ing in Widnes

Joe Kear­ney

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