Complaint performance
Performance in the period 2023/24 was the best in five years:
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Analysis
In 2023/24, we responded to 93% of complaints on time, which was a 9% improvement from 2022/23 and the highest performance over the past five years. This improvement may have been helped by a near 10% reduction in the total number of complaints received, which was 62 in 2022/23 and 56 in 2023/24. The number of complaints responded to in time remained 52, the same as in the previous year. This improvement suggests some improved complaint handling and fewer dissatisfied residents.
Over the past five years, the volume of complaints dealt with on time has steadily improved, rising from 37% in 2020/21 to 93% in 2023/24. This shows significant progress, and maintaining this level of performance will require a sustained effort to ensure complaints continue to be handled promptly and effectively in the future.