Number of customer complaints recorded on corporate complaints system

Why and how do we measure this data?

There are two true measures of the customers experience when interacting with an organisation; one is customer satisfaction and the other complaints. The City Council aims to provide good-quality, cost effective services, but recognises that, at times, things can go wrong. If they do, we need to know so we can put them right and learn from them.

Complaints are recorded on a corporate complaint system and allocated to officers within the appropriate departments to manage the complaint to a satisfactory conclusion. This performance indicator collates that information by service area and is used to highlight complaint trends. The information is made available to managers through the Performance and Senior Management Team meetings.

Annually the Council reports to The Overview and Scrutiny Committee an analysis of the complaints received in the previous year. The Annual Complaints report for 2015/16 was considered by The Overview and Scrutiny Committee at its meeting on 12 September 2016

The information on this page is updated monthly. The next update will be after the 30 June 2017.

What information can I see?

You will find the information below, both embedded in the web page, in this case as a spreadsheet and a chart, and also available to download in several formats at the bottom of the page.

A copy of this page including the chart and data table can be downloaded in PDF format from the available downloads below.


During the financial year 2016/17 there has been a 20% increase in the overall number of complaints recorded on the complaints system when compared to 2015/16

More information and a detailed analysis of the complaints received by each team is included in the Annual Complaints report that is presented to The Overview and Scrutiny Committee. The most recent report covering 2016/17 can be viewed via this Link

Last updated: 31/08/2017
Portfolio Holder:
Cllr Stephen Godfrey
Contact email: