Complaints received
The table below provides a breakdown of the total number of complaints received from 1 April 2023 to 31 March 2024.
| Stage 1 | Stage 2 | Stage 3 | Ombudsman | Total | |
|---|---|---|---|---|---|
| Corporate complaints | 59 | 15 | n/a | 1 | 75 |
| Statutory complaints | 35 | 9 | 3 | 2 | 49 |
| Total | 94 | 24 | 3 | 3 | 124 |
The chart below shows how this compares with the number of complaints we have received over the last five years.
The above image is 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.
Analysis
The number of both Stage 1 and Stage 2 complaints increased significantly in this period compared to the previous year as more individuals were unhappy with the service they received. The proportion of complaints that were escalated from Stage 1 to Stage 2 increased by 6% to 25% compared with the previous year, although a large portion of complaints were still resolved at Stage 1. We received three Stage 3 complaints which was higher than the previous year and this is an ongoing challenge for the service.
Only two of the three complaints that progressed to the Ombudsman were investigated, which is consistent with previous years. and demonstrates that we were able to resolve more than 98% of all complaints locally in the period.