Top

SPSO - Complaints Performance Indicators 16/17

 

INDICATOR 1a - complaints received between 1st April and 31st March in any financial year:

1 (i)  total number of complaints received in the year

2,626

 

1 (ii)  population (source – National Records of Scotland) - (mid-year population estimates)

367,260

 

1a  the total number of complaints received per 1,000 population

 

7.2

 

INDICATOR 1b - complaints closed between 1st April and 31st March in any financial year:

All counts for Indicators from 1b through to 6 are based on "case closed" (i.e. responded to) to ensure complaints are counted at the point they end.

1 (iii)  total number of complaints closed in the year

2,149

 

1 (iv)  population (source – National Records of Scotland) - (mid-year population estimates)

367,260

 

1b  the total number of complaints closed per 1,000 population

 

5.9

 

INDICATOR 2

2 (i)  number of complaints - closed at stage 1

1,648

 

2a  the number of complaints closed at stage 1 as % all complaints closed

 

76.7%

2 (ii)  number of complaints - closed at stage 2

385

 

2b  the number of complaints closed at stage 2 as % all complaints closed

 

17.9%

2 (iii)  number of complaints - closed after escalation

116

 

2c  the number of complaints closed after escalation as % all complaints closed

 

5.4%

 

INDICATOR 3 - stage 1

3 (i)  number of complaints - upheld at stage 1

558

 

stage 1  number of complaints - closed at stage 1 (frontline resolution)

1,648

 

3a  the number of complaints upheld at stage 1 as % of all complaints closed in full at stage 1

 

33.9%

3 (ii)  number of complaints - not upheld at stage 1

784

 

stage 1  number of complaints - closed at stage 1 (frontline resolution)

1,648

 

3b  the number of complaints not upheld at stage 1 as % of all complaints closed in full at stage 1

 

47.6%

3 (iii)  number of complaints - partially upheld at stage 1

306

 

stage 1  number of complaints - closed at stage 1 (frontline resolution)

1,648

 

3c  the number of complaints partially upheld at stage 1 as % of all complaints closed in full at stage 1

 

18.6%

 

INDICATOR 3 - stage 2

3 (iv)  number of complaints - upheld at stage 2

82

 

Stage 2  number of complaints - closed at stage 2 (investigation)

385

 

3a  the number of complaints upheld at stage 2 as % of all complaints closed in full at stage 2

 

21.3%

3 (v) number of complaints - not upheld at stage 2

205

 

Stage 2  number of complaints - closed at stage 2 (investigation)

385

 

3b  the number of complaints not upheld at stage 2 as % of all complaints closed in full at stage 2

 

53.2%

3 (vi)  number of complaints - partially upheld at stage 2

98

 

Stage 2  number of complaints - closed at stage 2 (investigation)

385

 

3c  the number of complaints partially upheld at stage 2 as % of all complaints closed in full at stage 2

 

25.5%

 

INDICATOR 3 – escalated

3 (vii)  number of complaints - upheld after escalation

29

 

Escalated  number of complaints - closed after escalation

116

 

3a  the number of escalated complaints upheld at stage 2 as % of all escalated complaints closed in full at stage 2

 

25.0%

3 (viii)  number of complaints - not upheld after escalation

58

 

Escalated  number of complaints - closed after escalation

116

 

3b  the number of escalated complaints not upheld at stage 2 as % of all escalated complaints closed in full at stage 2

 

50.0%

3 (ix)  number of complaints - partially upheld after escalation

29

 

Escalated  number of complaints - closed after escalation

116

 

3c  the number of escalated complaints partially upheld at stage 2 as % of all escalated complaints closed in full at stage 2

 

25.0%

 

INDICATOR 4 - stage 1

4 (i)  sum of the total number of working days taken for all complaints closed at stage 1

6,757

 

Stage 1  number of complaints - closed at stage 1 (frontline resolution)

1,648

 

4b  the average time in working days for a full response to complaints at stage 1

 

4.1

 

INDICATOR 4 - stage 2

 

 

4 (ii)  sum of the total number of working days taken for all complaints closed at stage 2

7,277

 

Stage 2  number of complaints - closed at stage 2 (investigation)

385

 

4b  the average time in working days for a full response to complaints at stage 2

 

18.9

 

INDICATOR 4 – escalated

4 (iii)  sum of the total number of working days taken for all complaints closed after escalation

2,373

 

Escalated  number of complaints - closed after escalation

116

 

4c  the average time in working days for a full respond to complaints after escalation

 

20.5

 

INDICATOR 5 - stage 1

5 (i)  number of complaints - closed at stage 1 within 5 working days

1,518

 

Stage 1  number of complaints - closed at stage 1 (frontline resolution)

1,648

 

5a  the number of complaints closed at stage 1 within 5 working days as % of total number of stage 1 complaints

Note field only - total number and % of complaints closed at stage 1 within agreed timescales (i.e. within 5 working days) and also within 10 working days where extension has been authorised.

 

92.1%

 

INDICATOR 5 - stage 2

5 (ii)  number of complaints - closed at stage 2 within 20 working days

284

 

Stage 2  number of complaints - closed at stage 2 (investigation)

385

 

5b  the number of complaints closed at stage 2 within 20 working days as % of total number of stage 2 complaints

 

73.8%

 

INDICATOR 5 – escalated

5 (iii)  number of complaints - closed after escalation within 20 working days

84

 

Escalated  number of complaints - closed after escalation

116

 

5c  the number of complaints closed after escalation within 20 working days as % of total number of escalated complaints

Note field only - total number and % of complaints closed after escalated within agreed timescales (i.e. within 20 working days) and within the agreed timescale where extension has been authorised.

 

72.4%

 

INDICATOR 6 - stage 1

6 (i)  number of complaints - closed at stage 1 where extension was authorised

34

 

Stage 1  total number of complaints - closed at stage 1

1,648

 

6a  number of complaints closed at stage 1 where extension was authorised as % of all complaints at stage 1

 

2.1%

 

INDICATOR 6 - stage 2

6 (ii)  number of complaints - closed at stage 2 where extension was authorised

32

 

Stage 2  total number of complaints - closed at stage 2

385

 

6b  number of complaints closed at stage 2 where extension was authorised as % of all complaints at stage 2

 

8.3%

 

INDICATOR 6 – escalated

 

 

6 (ii)  number of complaints - closed after escalated where extension was authorised

7

 

Stage 2  total number of complaints - closed after escalated

116

 

6b  number of complaints closed after escalated where extension was authorised as % of all complaints escalated

 

6.0%

 

 

Feedback
A consultation was carried out in May 2017.  The purpose of the consultation was to gather views from people who had made a complaint in the past year regarding how that complaint was handled. The feedback from those surveyed generally provides that we still need to improve our responsiveness and updating customers on progress.  Generally customers were more satisfied with staff attitude and behaviours. Similar consultation exercises over the past 4 years have generated similar results.

The following key points emerge when comparing each survey.

  • The pattern of highest to lowest levels of satisfaction elements remains fairly consistent.
  • Friendliness and politeness of staff continue to have the highest ratings, whilst the “final outcome” and “way enquiry or problem handled” had the lowest rating.  This is a change over previous years where “being kept up to date with progress” and the “quality of information provided” had the lowest ratings.

Learning & Improvement

Some examples of learning and improvement from this year included:

  • A complaint concerning perceived lack of action with bullying claims identified a learning opportunity of increased supervision of pupils, particularly during specified activities and communication between a head teacher and parents to be improved.
     
  • Following a complaint about unkempt areas the weeding schedule was revised so that the problem area was addressed before becoming an issue.
  • Administration of NEC cards revised and improved following a complaint that a customer had received letters not intended for them causing confusion.
     
  • Following a complaint concerning a pupil being injured the school’s policy changed to allow parents and guardians to be informed and decide upon the best course of action (remain at school or seek medical attention).
  • Communication revised so that customers requesting an uplift of bulky refuge are aware that the items may be broken down kerbside so that they can fit in the lorry.
  • Following a complaint about failure to collect bins in a particular area consideration is being given to providing customers with large communal bins in replacement for the current individual landfill type.

Complaints reports are scrutinised by each local Area Committee - please see the links below:.

1.Dunfermline

2.Cowdenbeath

3.Glenrothes

4.Kirkcaldy

5.Levenmouth

6.North East Fife

7.South West Fife

The Standards & Audit Committee also scrutinise the annual report.  See the link below:.

Standards & Audit

 

We have placed cookies on your computer to improve your experience here. If you do not want us to use cookies you can change your settings at any time.