At Bath & North East Somerset we value our customers and their feedback so we closely monitor all the compliments, comments and complaints that we receive and use the information gained to improve the services that we provide.

As part of these improvements we provide feedback to our customers on issues that have been identified as a result of the complaints received. We will highlight any service improvements that have taken place, or provide further information to clarify any issues that may have arisen as a result of any policy or legislative changes.

The last quarterly report is available for you to download below:

Quarterly customer feedback summary Jul - Sept 2017 (PDF 488KB)

If you would like this report in a different format, please contact us. Previous quarterly reports are also available at the bottom of this page.

This report gives a corporate overview of the customer feedback that has been received and responded to in the past quarter, and notes any key actions or considerations that have resulted from a high level review.

Our Service Teams, responsible for specific services delivered by the Local Authority, handle their own customers' feedback cases and provide quarterly updates on trends, issues or changes that the service is undertaking as a direct or partial result of the feedback they have received. Some of the key outcomes of that feedback are detailed below, and in the “You said / We did…” section of the quarterly summary report, compiled directly from the Customer Feedback Officers (CFOs) responsible for each service area.

Service Trends / recurring themes You said... We did...

People & Communities Directorate

Children & Young People

2 Complaints received during the last quarter. The complaints have been particular to the individuals involved and the responses to the complaints have reflected this.

Both complaints were dealt with under statutory rather than corporate complaint procedures.

Adult Social Care

No feedback received during this

quarter via the corporate process.

Place Directorate

Development & Regeneration

No feedback was received during this

quarter via the corporate process.

Heritage Services & Tourism

No complaints were received during this


Two suggestions were received by Heritage Services.

Neither related to Heritage Services and both were reassigned to the relevant service areas of the Council.

Highways & Traffic

The main problems reported by customers this quarter related to resurfacing works being carried out on Pennyquick Hill and Hursley Hill. Customers claimed that very little or no traffic management was present during the works and materials had damaged their cars.

We advised customers that the resurfacing works on Pennyquick Hill were essential works carried out for one day and had been indicated to highway users prior to commencement by the use of information boards along the route on Pennyquick Hill.

We also assured customers that the site was in fact controlled with stop and go traffic management which is standard procedure for resurfacing work.

One of our Highway Maintenance Engineers advised customers on the removal of any bitumen or chippings which may have stuck to their cars and those claiming more damage to their cars were referred to our sub-contractor for further advice.

Another theme this quarter is the number of late responses given back to customers and a few customers complaining about the lack of correspondence to their queries before they have reached the corporate complaint process.

We apologised and assured customers that any correspondence that appeared to have been ignored either wasn’t received originally by us or that actions had been taken to try and resolve queries with no success. One customer complained that they had not received continued correspondence from an issue raised about relocation of a national speed limit sign from an officer.

In the case of the national speed limit sign relocation, an officer had attempted to speak to the customer on the phone on several occasions.

In terms of late responses given by officers to the customers, many of these complaints had been dealt with through Confirm enquiries before coming through as official complaints so customer’s complaints had been resolved but not on time through the corporate complaint system. One complaint was responded to late due to an outstanding insurance claim and we were advised not to respond until this had been resolved.

In other cases, officers have been reminded and have acknowledged the need to respond to customer’s complaints in a timely manner in the future.

Neighbourhood Environment (Waste Services)

A theme this quarter has been missed collections, particularly garden waste.

We apologised, and either returned or offered additional capacity to those reported within policy.

Neighbourhood Environment (Recycling) A theme this quarter has been delays in delivery of recycling containers. We have allocated more delivery staff and made containers available for collection at the Recycling centre.
Neighbourhood Environment (Cleansing) No particular trend has been identified from feedback this quarter.
Parks & Green Spaces

Regarding the Play Team, the trend has been feedback (both positive and negative) regarding changes (moving the carousel ) in Royal Victoria Park

The Operations Team had complaints about the new large black plant holders in town

Have now received compliments and intend to carry on with the new holders

Recurring feedback about having to pay for the toilets in the parks

Don’t like the grass being cut, every two weeks at Ainslie’s Belvedere

Allotment community have asked for more composting bays

Allotment plot holders felt that the new rules were too harsh with regard to the size of sheds erected prior to the rules

Regarding the Botanical Gardens, complaints were received about:

the hedges encroaching on the paths.

water levels in the pond.

wheelchair access to the Great Dell and need for a ramp.

loss of fish and cascade in the Botanic Gardens

When we will be renovating some of the play areas this autumn we aim to involve local communities and residents prior to works being carried out. We aim to listen and resolve complaints and address concerns.

Youtube clip explaining why the black holders were environmentally friendly and retained water much better than hanging baskets

We are going to cut it twice a year, from now on, to allow wild flowers to grow

We are going to write an explanation of why they are paying on the BANES website.

We are in the process of providing them

We are only enforcing the rules about shed size on new sheds

We cut back the hedges

We filled up the pond

We confirmed that we planned to put a ramp in, when money became available.

We explained that the cascade in the Botanic Gardens top ponds will be restored by spring next year.  However we would not be restocking the fish due to biodiversity, water quality and quarantine issues (all the fish previously to be found were strays, placed there by the public).

Public Protection & Health Improvement Services

There is no recurring theme from customer feedback during the last quarter. 12 items of feedback were received, for various service teams. 2 complaints were upheld.

The 2 which were upheld both relate to an extremely complex multi-disciplinary issue led by Community Safety which is requiring significant levels of officer intervention from a wide range of services and a single point of contact for the authority has been identified (in another service area).

 A single point of contact has been identified to assist with cross service communication

Transport & Parking

In Parking Services most feedback relates to individual issues or concerns. Some feedback relates to the issue of penalty charge notices which is replied to in accordance with the Parking statutory process rather than the Feedback and Complaint policy.

In Passenger Transport we receive very low levels of feedback. 

Customers said that they were unaware that the lift in Avon St car park was not working.

You told us that ‘Broad Street Car Park’ is listed as a location on our Residents Parking Zone Leaflet and that this was incorrect.

We continue to receive positive feedback about the level of customer service we provide: 
“Thanks very much for your quick reply, and your parking tips, much appreciated. The parking space indicators are a great idea and I hope you have success in maintaining the service.

Service comment – The level of feedback about Passenger Services is very low.

We have installed signage on all levels that there is no customer lift in this facility – we also informed the customer this would not change as the site is due for redevelopment

The leaflet has been updated to correct this.

We are pleased to receive positive feedback and always pass this on to our colleagues

Customer Service is a key priority for us. We continue to support and develop our teams to uphold the highest of standards as Ambassadors of the Council

There was no specific customer feedback this quarter. Most feedback received is positive, with the service viewed as helping people access services and facilities

Public Transport

In Public Transport, most feedback relates to individual issues or concerns. We also receive feedback for services provided and managed by commercial bus operators and liaise with them as appropriate.

You told us that the 20a & 20c bus routes were too busy for children to get to and from Ralph Allen school

You told us that it was inconvenient that you could not use Park & Ride services without cash.  

A designated bus service for school children has been introduced

We are planning to introduce Contactless payment for Park & Ride services in the next few months

Development Management (Planning)

The main reason for complaint continues to be disagreement with planning application decisions and officer handling of planning applications.  There were 4 complaints this quarter and of those only 1 was partially upheld.  There was one stage 2 (complaint escalation) request but this did not warrant further investigation.  The Service received 9 compliments during the quarter.


Delay in advising that their planning application had been registered incorrectly.

It was appreciated that planning can be a complicated process with different types of forms being required for different proposals.  The Service apologised for the delay in confirming the position and refunded the application fee.  A meeting has been set up with the complainant to help them move forward with a new planning application.

Resources Directorate

Business Support
No trend identified from feedback this  quarter.

Letter from member of public returning funds incorrectly paid into his account.

Complaint from supplier that invoices had been paid late.

Letter of apology sent by Payments Team leader.  Advised that measures will be taken to ensure this does not happen again.

Invoices had been sent to incorrect address.  Invoices paid and supplier reminded of correct address to ensure prompt payment in future.

Customer Services

The main trend during the quarter related to Bus passes – not being able to collect where convenient/not understanding rules.

A smaller trend related to Council Connect, regarding waiting times for the phone to be answered.

Issues around the Diamond (bus) pass, either machine not working or misunderstanding of the rules.

Web site is updated when machine not available. Staff are being reminded of the rules.

Additional staff will be deployed, in anticipation of increased demand for services, when changes to waste collection are implemented in the next quarter.

Business Continuity & emergency Planning

No feedback was received during this quarter via the corporate process.


No recognisable trend has emerged from customer feedback during the last quarter. Feedback has been varied and unique to individual customers.

We are pleased to receive positive feedback from customers and have received compliments for:

Helpful customer service

Knowledgeable, patient and experienced staff.

You would like free drinking water available on the library floor.

Unreliable printing service exacerbated by the lack of I.T. support on weekends. On occasion people unable to print from Friday evening through to Monday morning.

Concerns over valuable stock assets being removed from Central library and where they might be located in the future.

Unpublicised changes regarding renewal procedure.

Use of volunteers to fully run service in place of trained staff. Volunteers answer particular enquiries.

SIRSI (computer system) renewal reminder emails don’t include borrower membership number on them.

Passed this on as part of the consultation regarding new location of library/OSS.

Staff have been instructed how to manually clear the print queue. However this is not a perfect workaround as it clears all pending print jobs so can cause problems when busy.

The stock manager has contacted borrowers who had concerns. Relocation of local studies collection to Guildhall is publicised on library floor.

Libraries page on now displays correct renewal policy

Management were informed and volunteers given more specific training and staff support.

Passed this suggestion on to I.T. department to consider for next SIRSI update.

Strategy & Performance

No feedback was received during this quarter via the corporate process

Quarterly reports 2017/18

Quarterly reports 2016/17

Quarterly reports 2015/16

Quarterly reports 2014/15


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