Summary of report
Governing body response
Read the Governing body response (PDF 471KB) to the 2023-24 Annual Complaints and Service Improvement Report and Self Assessment against Housing Ombudsman code.
Annual self-assessment against the Housing Ombudsman code
Read the council's latest self assessment (PDF 593KB) against the Housing Ombudsman code.
Summary of report
| Complaint Volumes 2022-2023 | |
|---|---|
| Stage 1 | 270 |
| Stage 2 | 50 |
| Ombudsman | 10 |
| Complaint Volumes 2023-2024 | |
|---|---|
| Stage 1 | 239 |
| Stage 2 | 38 |
| Ombudsman | 14 |
Reduction of 11% in Stage 1 complaints
There has been an 11% overall reduction in the number of stage 1 complaints received, the largest fall in complaints continues to be from the waste service which saw 266 complaints originally received in 2021-22-year due service route changes implemented. The volume of complaints between 2022-23 and 2023-24 years for the waste service has fallen by half again. Despite the overall fall in the overall volume of Stage 1 complaints received, the number of complaints for the Housing Landlord service have increased slightly compared with 2022-23 year.
Stage 1 Complaints upheld or partially upheld have increased by 34%
The number of complaints being upheld or partially upheld at stage 1 has increased by 34% in 2023-24 compared with the 2022-23 year. The largest number of upheld and partially upheld complaints at stage 1 were for the following departments – Waste Services (22), Housing Landlord Service (16), Parking (13) and Planning (12).
| Service Area | Stage | 2022/2023 | 2023/2024 | 2023/2024 Remedy |
|---|---|---|---|---|
| Benefits | Stage 1 | 7 | 7 | Upheld -1 Not upheld - 5 No further action - 1 |
| Stage 2 | 2 | 1 | Not upheld - 1 | |
| Ombudsman | 0 | 0 | ||
| Building Control | Stage 1 | 2 | 0 | |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Case Management (Place) | Stage 1 | 0 | 0 | |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Community Safety | Stage 1 | 1 | 0 | |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Compliance & Governance | Stage 1 | 1 | 1 | Upheld - 1 |
| Stage 2 | 1 | 1 | Not upheld - 1 | |
| Ombudsman | 1 | 0 | ||
| Corporate Debt | Stage 1 | 4 | 8 |
Upheld - 4
Not upheld - 1 Partially upheld - 1 No further action - 1
Withdrawn - 1
|
| Stage 2 | 0 | 2 | Upheld - 2 | |
| Ombudsman | 0 | 2 |
Upheld - 1
Not upheld - 1
|
|
| Customer Services | Stage 1 | 5 | 2 | Partially upheld - 2 |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Economic Development | Stage 1 | 1 | 0 | |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Elections | Stage 1 | 1 | 1 | Not upheld - 1 |
| Stage 2 | 1 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Environmental Health | Stage 1 | 5 | 5 | Upheld - 2 Not upheld - 1 Partially upheld - 2 |
| Stage 2 | 1 | 5 |
Not upheld - 3
Partially upheld - 1
No further action - 1
|
|
| Ombudsman | 0 | 0 | ||
| Grounds Maintenance | Stage 1 | 6 | 13 |
Upheld - 1
Not upheld - 6 Partially upheld - 4 Lesson learnt - 1
Withdrawn - 1
|
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Highways | Stage 1 | 2 | 3 | Upheld - 2 Partially upheld - 1 |
| Stage 2 | 0 | 1 | Not upheld - 1 | |
| Ombudsman | 0 | 0 | ||
| Housing Services | Stage 1 | 56 | 68 |
Upheld - 10
Not upheld - 42 Partially upheld - 6 No further action - 9 Withdrawn - 1
|
| Stage 2 | 16 | 10 | Upheld - 2 Not upheld - 7 Partially upheld - 1 |
|
| Ombudsman | 5 | 5 |
Upheld - 2
No further action - 3
|
|
| Housing Strategy & Options | Stage 1 | 27 | 26 |
Not upheld - 22
Partially upheld - 2 Lessons learnt - 1
Withdrawn - 1 |
| Stage 2 | 9 | 3 |
Not upheld - 1
Partially upheld - 1
No further action - 1
|
|
| Ombudsman | 2 | 0 | ||
| Human Resources | Stage 1 | 1 | 1 | Partially upheld - 1 |
| Stage 2 | 1 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Hythe Pool | Stage 1 | 2 | 5 |
Upheld - 1
Not upheld - 3
Partially upheld - 1
|
| Stage 2 | 2 | 1 | Not upheld - 1 | |
| Ombudsman | 0 | 0 | ||
| Land & Property | Stage 1 | 2 | 1 | Upheld - 1 |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Legal Services | Stage 1 | 1 | 0 | |
| Stage 2 | 0 | 2 | Not upheld - 1 | |
| Ombudsman | 0 | 0 | ||
| Licensing | Stage 1 | 1 | 1 | Not upheld - 1 |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Lifeline | Stage 1 | 1 | 2 | Not upheld - 2 |
| Stage 2 | 0 | 0 | ||
| Ombudsman | 0 | 0 | ||
| Parking | Stage 1 | 23 | 26 | Upheld - 10 Not upheld - 12 Partially upheld - 3 No further action - 1 |
| Stage 2 | 4 | 1 | Not upheld - 1 | |
| Ombudsman | 1 | 0 | ||
| Planning | Stage 1 | 43 | 21 |
Upheld - 10
Not upheld - 9
Partially upheld - 2 |
| Stage 2 | 10 | 9 |
Upheld - 1
Not upheld - 7 Partially upheld - 1
|
|
| Ombudsman | 0 | 6 |
Not upheld - 5
Partially upheld - 1
|
|
| Private Sector Housing | Stage 1 | 1 | 3 |
Not upheld - 3 |
| Stage 2 | 0 | 3 | Not upheld - 3 | |
| Ombudsman | 0 | 1 | No further action - 1 | |
| Revenues | Stage 1 | 7 | 7 |
Upheld - 3
Not upheld - 3
Partially upheld - 1
|
| Stage 2 | 1 | 1 | Not upheld - 1 | |
| Ombudsman | 0 | 0 | ||
| Waste Services | Stage 1 | 69 | 35 |
Upheld - 14
Not upheld - 6
Partially upheld - 8
No further action - 7
|
| Stage 2 | 1 | 0 | ||
| Ombudsman | 1 | 0 |
Contact methods 2023-2024
Email/Online 92%
Letter 5%
Telephone 2%
Internal 0%
Learning from complaints
Our complaint investigations have enabled us to identify ways in which we can improve the service we deliver. Below are outlined the lessons we have learnt during the last year and the steps we have taken to improve our processes:
- Recovery of housing benefit overpayment: Improved mentoring and training in relation to the recovery of overpayments by specialists with the Case Team. Introduction of call listening and feedback sessions as part of monthly 1:1s with relevant staff and a review of existing templates to ensure increased sign posting to support the needs of the customers in line with core values.
- Housing Applications: Changing the minimum age on sheltered property adverts to make sure that those under 60 and eligible can still bid on them. All adverts are checked before it is published to make sure all restrictions are removed. Staff are being updated and trained as soon as issues are identified and dealt with.
- Noise from leaf blowers in the Lower Leas Coastal Park: Grounds Maintenance team have invested in three battery powered leaf blowers to reduce noise.
- Properties with narrow access not having recycling and food waste collected: Waste Services alongside Veolia have worked on a project to ensure that recycling is being collected from properties that are on a ‘narrow access round’. Affected properties have been lettered and advised how to present their refuse and recycling for collection. The project went live on 9th September 2024 and will ensure that all properties are following the alternate fortnightly collection service across the district.
- Damage to grass verges near residential properties on household collection rounds: The waste service officers now hold monthly meetings with Veolia to discuss issues including crews driving over private land and other areas. Waste services have asked the Veolia supervisors to ensure they hold regular talks with their crews advising them not to park/drive over any private land.
Third party complaints performance 2023-2024
CDER Enforcement Agents – 1 Complaint, 1 upheld
Newlyns Enforcement Agents – No Complaints
NSL Parking Enforcement – 2 complaints, 2 Not upheld
Swale Heating – 1 complaint, 1 No further action
Mears Group PLC – 2 complaints, 2 No further action