We value all of the complaints, suggestions, and compliments we receive, and use them to improve the services we provide, and tell you about the changes we have made.
View the latest feedback
We produce an interactive dashboard showing all of the feedback we have received in the last quarter. You can use this to see a view of the council as a whole, or for individual services.
View our interactive dashboard
You can also view the most recent reports in the panel on the right hand side.
What have you been telling our services?
Select a service below to find out what feedback we have received, any themes or trends we have identified, and how we have acted on it.
No feedback received during this quarter via the corporate process.
Trends / recurring themes
The following trends and recurring themes were identified:
- dissatisfaction with level of service
- disagreement with policy and procedures – mainly, the recovery process and long-term empty property policy
| You said | We did |
|---|---|
| Customers dislike the premium charges on empty properties. | We currently keep all information relevant and up to date on our web pages. As soon as we know about any upcoming changes to the premiums, we update our web pages to notify the public. |
| We have had positive feedback about helpful and friendly customer service. | Staff are aware that they should be signposting to Benefits, Welfare support and other organisations who can assist with financial difficulty. They will continue to refer residents to these teams for assistance. |
No Service analysis received for inclusion in this report.
No feedback received during this quarter via the corporate process.
No feedback received during this quarter via the corporate process.
No feedback received during this quarter via the corporate process.
No Service analysis received for inclusion in this report.
In this quarter we received 3 complaints (2 for Events and 1 for City Centre Security), and 1 suggestion (City Centre Security).
Feedback was too minimal to indicate any trends.
2 complaints were regarding a dissatisfaction with policy or procedure, and the third complaint was dissatisfied with the level of service.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
Trends / recurring themes
2 suggestions received, 1 about using the River Avon to generate green energy, 1 about removing sunken river craft.
| You said | We did |
|---|---|
| Dislike that the river Avon has not been utilised as an energy source. | Informed customer that use of the river Avon to generate energy has been previously investigated. |
| Sunken river craft spoil the view of a river walk. | Informed customer that a new ‘Sunken Boat Protocol’ is being generated by the Water Space team to address sunken river craft. |
No feedback received during this quarter via the corporate process.
Heritage Services received 11 complaints, 2 of which were not for Heritage Services. 8 complaints were regarding visitor experience at the Roman Baths.
Complaints are increasing as we are now registering customer complaints that were previously sent directly to the Roman Baths email address. The number of complaints is now more representative of visitor experience and does not represent a decrease in service.
| You said | We did |
|---|---|
| Complaints received about how busy the site can be and the behaviour of school groups visiting and not feeling as though they have received a ‘value for money’ experience. | Offering customer refunds where appropriate or the option to visit again free of charge. |
No service analysis received for inclusion in this report.
Trends
This quarter, Housing Services received a total of 14 complaints. These were split according to the following departments:
- Options & Advice (5)
- Standards (5)
- Homesearch (2)
- Strategy & Commissioning (1)
- Enabling & Development (1)
The most common complaint categorisations were disagreeing with policy or procedure, dissatisfied with the level of service and attitude/conduct of staff.
These types of complaints are expected as these are primarily customer facing departments. These complaints are dealt with on a case-by-case basis due to individual customer circumstances. Complaints regarding staff attitude are investigated thoroughly and are being monitored. Managers are checking in with staff regularly to ensure they are made aware of any issues which may be impacting on the team’s ability to respond in the way we expect and would wish to see.
| You said | We did |
|---|---|
| The most common theme arising from complaints is that customers were unhappy with council policies and procedures. However, a few also referenced staff attitude. All complaints regarding staff attitudes are investigated thoroughly. | Department policies are available online and staff are advised to direct customers to them. Staff have also been offering further clarifications if they are unclear. Regarding staff attitudes, senior managers are continuing to check in with staff regularly to help manage stress and workloads. |
No feedback received during the period via the corporate process.
No Service analysis received for inclusion in this report.
Complaints have revolved around having difficulty seeing department staff in person, and having to email or call them instead.
We have had positive feedback regarding good customer service from customer service officers, who were considered friendly and supportive.
| You said | We did |
|---|---|
| No payment machine, having to queue to pay an invoice, fine or for a service. | Added an additional payment machine to shorten queues. |
No Service analysis received for inclusion in this report.
14 complaints were received during the last quarter, 8 related to matters which were not the responsibility of the council.
| You said | We did |
|---|---|
| One complaint related to a contractor. | The customer was notified that we will comply with legal & procurement rules. |
| Three related to grass not cut. | Two customers were notified that the grass was now cut. One customer was advised that the grass was not cut because of the Climate & Ecological Emergencies, the customer was informed that we would still cut the grass but not replant. |
| Five were relating to Curo’s sites. | All customers were advised to contact Curo with their concerns. |
| One related to a former work site and a request for us to dig and replant the site. | Customer notified that we would continue to cut the grass but not replant the area. |
| One related to the water supply at an allotment site not working. | The water had been accidentally turned off but was now on again. |
| One related to building materials left after hedge removal. | This was not done by the council and customer notified. |
| One related to a National Trust site. | Customer was advised to contact the National Trust. |
| One related to trees in Portishead. | Customer was advised to contact North Somerset Council. |
No feedback received during this quarter via the corporate process.
Planning complaints have been so case specific and also relatively infrequent (considering the number of cases determined) that there is no trend or theme.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No Service analysis received for inclusion in this report.
No Service analysis received for inclusion in this report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
Trends / recurring themes
3 complaints and 3 suggestions received. 2 complaints have been regarding cycle paths, 1 about Tier e-scooters.
| You said | We did |
|---|---|
| Unhappy with cyclist behaviour on cycle lanes and feel that signage and cycle paths placement could be improved. | Informing complainants that their change request regarding the cycle lanes will be logged and reviewed. |
| Unhappy with the service the TIER provides. | Advising complainant that their complaints will be sent to WECA (West of England Combined Authority) as they are managing the e-vehicle providers during this testing phase. |
No feedback received during this quarter via the corporate process.
No service analysis received for inclusion in this report.
No feedback received during this quarter via the corporate process.
No service analysis received for inclusion in this report.
No service analysis received for inclusion in this report.
No service analysis received for inclusion in this report.
No service analysis received for inclusion in this report.