Compliments & Complaints Annual Report 2023 to 2024
4. Stage 2 Corporate Complaints
The graph below illustrates the stage 2 corporate complaints received by each directorate. In comparison to the 293 cases for 2022/23, last year saw 323 cases progressing to this stage, marking a 10% increase consistent with past trends despite a decrease in the total number of complaints. Stage 2 entails a thorough examination of the stage 1 response by Senior Complaints and Improvements officers within the Complaints and Improvements Team.
Stage 2 Complaints received by directorate
| Number of stage 2 complaints received | |
|---|---|
| Adults & Health | 2 |
| Children's Services | 93 |
| Communities | 114 |
| Planning Growth & Sustainability | 78 |
| Resources | 26 |
| Deputy Chief Executive | 10 |
Total received = 323
The average response time for Stage 2 Corporate Complaints is now 22 working days, showing continued improvement from 32 days in 2022/23 and 42 days in 2021/22. This progress has been made possible by decreasing the need to assist with resolving stage 1 complaints. The upheld or partially upheld rate at this stage stands at 45%.