Compliments & Complaints Annual Report 2021 to 2022
4. Stage 2 Corporate Complaints
Stage 2 Complaints received by directorate
| Directorate | Total Stage 2 Complaints |
|---|---|
| Adults & Health | 1 |
| Children's Services (DCS) | 53 |
| Communities | 69 |
| Planning Growth & Sustainability | 56 |
| Resources | 6 |
| Deputy Chief Executive | 1 |
4.1.
Stage 2 of the corporate complaints process involves an in-depth review of the stage 1 response carried out by stage 2 officers who work within the Complaints and Improvements Team.
4.2.
The above graph shows the number of stage 2 complaints received between 1 April 2021 and 31 March 2022. 186 Stage 2 complaints were considered in total and this represents an escalation rate of 9.35% from stage 1 complaints.
4.3.
This compares to 172 stage 2 complaints received during 2020/21.
4.4.
The average response times for Stage 2 Corporate Complaints for 2021/22 is 42 working days.