Key performance indicators

Percentage of complaints handled within timescales

A complaint is defined as 'any expression of dissatisfaction, whether justified or not, about our action or lack of action or about the standard of a service, whether the action was taken or the service provided by ourselves or a person or body acting on behalf of us'.

We do not distinguish between a "formal" complaint and an "informal" complaint. However a request for a service or a request for information or an objection to a decision (e.g. a planning application) is not a complaint.

We have a procedure for handling any complaints we receive and we use this indicator to measure how we respond to them. We also like to understand what we are doing well and have your ideas on how we could improve things.

We monitor our performance each quarter.

We aim to handle individual complaints within 15 working days. This timescale is in accordance with the Local Government Ombudsman.

The Local Government Ombudsman looks at complaints made against councils, and some other authorities and organisations. Further information about the Local Government Ombudsman.

The Local Government Ombudsman sends each council an annual review about their performance in dealing with complaints made against them.