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 previous 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.
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.
One complaint and two compliments were received by the service during the quarter.
Insufficient feedback was received for a trend or theme to be identified during the period of the report.
You said | We did |
---|---|
A customer told us they were not able to hear very well in the Hilltop Chapel and the hearing loop system wasn’t working. | The hearing loop system was checked immediately and found to have been disconnected. An engineer came to fix the issue within a week and the customer contacted with an update. We have scheduled a monthly check of the hearing loop system so we can pick up any issues quicker in the future. |
Insufficient feedback received for a trend or theme to be identified during the period of the report.
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.
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.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No feedback received during this quarter via the corporate process.
No feedback received during this quarter via the corporate process.
The service received 3 complaints, 3 suggestions and a compliment during the period, each regarding separate matters.
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.
Trends
This quarter, Housing Services received a total of 8 complaints. These were split according to the following departments:
- Options & Advice (4)
- Temporary Accommodation (2)
- Homesearch (1)
- Homelessness (1)
The most common complaint categorisations were disagreeing with policy and procedure, and the 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.
We are ensuring we continue to provide a high-quality service to customers by taking feedback onboard and learning from the complaints we have received
No feedback received during the period via the corporate process.
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.
The number of complaints received (29) are extremely low in comparison to the volume of customer accounts and related customer contacts across the range of emotive service activities, where the majority of successful transactions are self-serve. This includes the Blue Badge scheme/applications, Parking permits, On street and off-street parking provision and asset maintenance and enforcement of parking restrictions. 100% of complaints were responded to within the corporate timescale of 15 days.
Partially upheld complaints mainly related to individual issues and some delay in their request/issue. One instance related to a temporary issue caused by an uncommunicated 3rd party change with newly installed pay & display machines which was rectified promptly with no user being financially disadvantaged.
We are pleased to also receive positive feedback about the services we provide. Customer Service is a key priority for us and we continue to support and develop our teams to uphold the highest of standards as Ambassadors of the Council.
We received 8 compliments which related to Blue Badge applications advice and guidance, assistance provided by Civil Enforcement Officers and the quality of our Park and Ride Services.
Issue | Explanation |
---|---|
Issues with paying for parking. | Related to user error or lack of mobile signal which is beyond our control. The council supports a full range of payment options which include, cash card, mobile app, online, phone and text message. Our responses provided information and guidance as appropriate. View information about paying for parking. |
Level of parking charges currently in place and new parking charge proposals subject of public consultation during this period. | Our responses explained the legal consultations undertaken in respect of previous charges, and how people could participate to have their say in respect of the live consultation at the time concerning parking charges 2024/25. View the latest consultation. |
Provision of disabled bay parking, this including contrasting views there was too little in central Bath with too much in a central location and resident parking zone | Our responses explained disabled bay parking is provided to help Blue Badge holders access local goods and services in accordance with council policy and provided relevant information on parking for Blue Badge holders including additional provisions. View information on Blue Badge parking. |
Parking permits – including dissatisfaction that some parking/resident parking bays may be suspended for example due to ‘filming’, being refused a parking permit, holding a parking permit but being unable to park | Our responses explained the relevant permit parking terms and conditions or policy and provided advice and guidance where appropriate. View information about parking permits. |
Alleged conduct or attitude of staff. | The allegations related to interactions with officers where enforcement action was being taken. Investigations into the incidents did not identify evidence to support the allegations. |
16 complaints were received during the quarter. 6 related to the pond in Victoria Park, 4 regarded grass cutting. 3 complaints were received in respect of locations which the council is not responsible for.
5 compliments were received by the service during the same period.
You said | We did |
---|---|
Dissatisfied with the condition of the pond in Victoria Park. | Explained to complainants that there was a leak in the pond liner, and we were engaging with contractors to remedy this. Signage was also placed by the pond to inform visitors. |
Dissatisfied with grass cutting in respect of particular locations. | Customers were given updates regarding the council’s grass cutting programme. |
No feedback received during this quarter via the corporate process.
Planning have issued 465 delegated decisions and 19 committee decisions in this quarter, and we have received 5 complaints during that period concerning separate individual planning applications.
Complainants have been dissatisfied with handling of their planning application by the case officer, or have disagreed with the planning application process, or with a case officer’s judgement. None of those complaints have been upheld.
No complaints were upheld and consequently there were no actions to be taken regarding improvements arising in this quarter. Where complaints are upheld, we would consider changes to address these.
Insufficient feedback received for a trend or theme to be identified during the period of the report.
No feedback received during this quarter via the corporate process.
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.
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.
No feedback received during this quarter via the corporate process.
The main issues reported during the quarter across the service were:
- Recycling/waste containers not being returned to the same location as they were collected from
- Missed recycling/waste collections
During this reporting period we had large numbers of fulltime collection staff on annual leave, with us having to use our less experienced staff at times collecting rounds. We have balanced fulltime, and agency cover on all rounds to help alleviate the issues reported to us.
The main issues reported during the quarter across the service were:
- Recycling/waste containers not being returned to the same location as they were collected from
- Missed recycling/waste collections
During this reporting period we had large numbers of fulltime collection staff on annual leave, with us having to use our less experienced staff at times collecting rounds. We have balanced fulltime, and agency cover on all rounds to help alleviate the issues reported to us.
The main issues reported during the quarter across the service were:
- Recycling/waste containers not being returned to the same location as they were collected from
- Missed recycling/waste collections
During this reporting period we had large numbers of fulltime collection staff on annual leave, with us having to use our less experienced staff at times collecting rounds. We have balanced fulltime, and agency cover on all rounds to help alleviate the issues reported to us.
The main issues reported during the quarter across the service were:
- Recycling/waste containers not being returned to the same location as they were collected from
- Missed recycling/waste collections
During this reporting period we had large numbers of fulltime collection staff on annual leave, with us having to use our less experienced staff at times collecting rounds. We have balanced fulltime, and agency cover on all rounds to help alleviate the issues reported to us.