Important announcement

We will be carrying out essential maintenance on our payment system on Thursday, 21 May. During this time, telephone payments and counter payments (Chip and Pin) at our Community Hubs will be unavailable.

Customers can still pay for services and bills online or via our 24-hour Touchtone payment service on 0300 123 4524.

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Technical Notes 2024, Issue 147 - Complaints Handling Annual Report 2023/24

  • Report by:

    Jamie Robertson, Executive Officer Finance & Digital Services

  • TN Number:

    147-24

  • Subject:

    Complaints Handling Annual Report 2023/24

  • Responsible Officer:

    Jamie Robertson, Executive Officer Finance & Digital Services

  • Publication:

    This Technical Note will be published on the Council’s website following circulation to Members. Its contents may be disclosed or shared out with the Council.

Section

  1. The purpose of this Technical Note is to Provide Members with the Complaints Handling Annual Report 2023/24. (Appendix 1).
     
  2. It provides an overview of Complaints Handling performance during financial year 2023/24, including statistics and data in relation to stage 1, stage 2 and escalated complaints and also complaints considered by SPSO. There are also comparisons to the previous financial year where data is available.
     
  3. In addition to publishing the Technical Note, this report will also be published to the East Dunbartonshire Performance page in the usual way.
     
  4. Regular in-year service level performance on Complaints Handling activity will continue to be included in the HGIOS monthly reports issued to Members.
     
  5. For 2024/25 this service has moved from the Finance & Digital Services portfolio to the Customer Services & Organisational Development portfolio.

Documents