Complaint performance
The table below shows the total number of complaints received in the period and the percentage of Stage 1 complaints dealt with on time.
Complaints dealt with on time over the last five years
The above images are not suitable for users of assistive technology (Screen readers) and does not allow users to zoom in without degrading visual quality. If you would like to understand any details about this graph, please email complaints@bexley.gov.uk.
The table below shows Stage 2 and Stage 3 complaint performance (timeliness) in 2023/24.
| Type | Stage 2 | Stage 3 |
|---|---|---|
| Statutory complaints | 29% (2/7) * | 100% (2/2) |
| Corporate complaints | 38% (6/16) | N/A |
*(2/17) means 7 complaints were received and 2 were responded to on time.
Analysis
In 2023/24, 66% of complaints were responded to within the required timescales, an improvement from 60% in 2022/23. This represents a steady increase in performance compared to the previous year but remains below the 74% achieved in 2020/21.
Performance varied across quarters, with the highest response rate in Q3 (78%) and Q4 (75%), showing improved timeliness as the year progressed. However, Q1 (52%) and Q2 (62%) were notably lower, indicating early-year challenges in meeting response deadlines earlier in the year.
For statutory complaints, performance fluctuated, with 100% of Stage 2 complaints responded to on time in Q1, but lower rates in subsequent quarters. Stage 3 panels were completed on time where applicable, though overall numbers remained low.
While the overall 66% performance rate in 2023/24 is an improvement, continued focus is needed to maintain consistency, particularly in the earlier quarters of the year.