Causes of complaints
The table below shows the reasons why people complained over a five-year period.
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Analysis
Consistent with previous years, service quality issues were the main cause of complaints in the period increasing from 35 in 2022/23 to 46. These complaints included a perceived lack of insufficient service knowledge, poor record-keeping, and unmet service expectations from some that use the service causing them to complain.
Service failure complaints more than doubled, rising from 5 to 11, highlighting growing concerns about reliability. Complaints about staff conduct, policies, and payments also increased slightly.
However, complaints about poor communication saw a slight drop from 8 to 7, indicating some improvement in engagement in this area.