1. How many complaints have you received from citizens between 1st January 2022 to 31st December 2022 (inclusive) about the following:
a) Council tax – e.g., payment, council tax bands, etc: 9 (6 Early resolution, 3 formally)
b) Residential building maintenance – e.g., for council housing and council-owned apartment blocks: 119 (9 Early resolution, 110 formally)
c) Facilities maintenance – e.g., leisure facilities, libraries, parks, playgrounds: 334 (no breakdown available)
d) Infrastructure maintenance – e.g., roads, footpaths, etc: 151 (136 Early resolution, 15 formally)
e) Refuse and recycling collection – e.g., late or missed collections: 146 (146 Early resolution, 0 formally)

2. As per above, how many of these complaints were about poor communication – e.g., citizens receiving letters, emails, phone calls etc. late; relevant departments not responding to queries; no option to communicate over specific channels (e.g., social media, text, etc.); recipients claiming they didn’t receive messages:
a) Council tax – e.g., payment, council tax bands, etc: 2
b) Residential building maintenance – e.g., for council housing and council-owned apartment blocks: 25
c) Facilities maintenance – e.g., leisure facilities, libraries, parks, playgrounds: 78
d) Infrastructure maintenance – e.g., roads, footpaths, etc: 5
e) Refuse and recycling collection – e.g., late or missed collections: 0

3. For the following question, if possible, please answer for each of the categories in questions 1 and 2, using the attached grid. However, if this will take too long, please share the total numbers. Did any of these complaints have the following consequences:
a) The need to re-send updated bills or other charges
Council Tax: 4
b) Delays in payment
c) The need to issue refunds to citizens or others
Council Tax: 1
d) Council officers being unable to access council citizen’s properties
e) An inability for citizens to access council facilities – e.g., leisure centres, libraries
f) Delays to essential work – e.g., maintenance of council housing, maintenance of council-owned apartment blocks, maintenance of leisure facilities, maintenance of infrastructure such as roads

Council Tax: Only 5 of the complaints fit into the categories given. The other 4 were just responses needed explaining the situation was correct and no changes were needed to accounts.
No other services have recorded this level of information.

4. How many requests between 1st January 2022 to 31st December 2022 (inclusive) have you received from citizens requesting to move from paper/postal channels to digital – e.g., email, online portal, text or phone call?
Zero requests. Most complaints are submitted through digital channels (online complaint form) or via email. We adapt our processes to ensure the complaints service is available and accessible to all.

5. Have you invested in the following from 1st January 2022 to 31st December 2022 (inclusive)?
a) New technologies to improve communication with citizens, – e.g., opening different channels of communication, automated online chat, analysing and mapping resident behaviour on services
No new technologies.

b) New services from outside providers that will improve the way you can communicate with citizens – e.g., help desks, services that will manage invoicing, services that will manage enquires
Yes.

c) Additional training for staff on how to communicate with citizens
Yes.

6. If possible, which of the following areas are you planning on investing in 2023?
a) New technologies to improve communication with citizens, e.g., opening different channels of communication
Currently no plans.

b) New services from outside providers that will improve the way you can communicate with citizens
Currently no plans.

c) Additional training for staff on how to communicate with citizens
Currently no plans.

7. Which of the following problems have you encountered between 1st January 2022 to 31st December 2022 (inclusive)?
a) Citizen information, such as address, phone number or email, that is out of date or incorrect
Of those services which record this information; 203 bounce back issues.

b) Citizen information, such as address, phone number or email, that cannot be easily accessed, for instance because it is held on different filing systems
No information held / Information not reportable.

c) Online portals, such as to contact the council, to access leisure services, to book collections or maintenance, not working properly, for example, data is hard to input or retrieve, or the portal often crashes
No information held / Information not reportable.

8. How many requests between 1st January 2022 to 31st December 2022 (inclusive) have you received from citizens asking to change their data?
Unable to report. Customers can complete changes online themselves, and/or we may have actioned requests at service level however do not have any way to report on this.