Compliments & Complaints Annual Report 2022 to 2023
5. Stage 2 Corporate Complaints
Stage 2 Complaints received by directorate
| Q1 | Q2 | Q3 | Q4 | |
|---|---|---|---|---|
| Adults & Health | 1 | 0 | 0 | 1 |
| Children's Services | 12 | 14 | 16 | 19 |
| Communities | 14 | 47 | 22 | 32 |
| Planning Growth & Sustainability | 14 | 26 | 14 | 22 |
| Resources | 6 | 6 | 10 | 12 |
| Deputy Chief Executive | 0 | 2 | 2 | 1 |
Total received = 293
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.
The graph above shows the stage 2 corporate complaints received by directorate. 293 cases were seen at this stage compared to 186 for 2021/22. The escalation rate from stage 1 to stage 2 is therefore 9.5% which is in keeping with the previous year’s rate.
July to September (Q1) saw the highest number of stage 2 complaints (95) with January to March (Q4) following closely (87). This follows with the pattern of stage 1 complaints, particularly for the south waste team, being high in Q1 and Q2.
The increase was mainly due to more stage 2 complaints for Communities, P,G&S and Resources.
The average response times for Stage 2 Corporate Complaints 32 working days which compares to 42 for 2021/22.