North Ayrshire Council always seeks to deliver the best services possible to its customers and residents but it is recognised that dissatisfaction will sometimes occur. When it does, we want to know what went wrong, why it went wrong and what we can do to make things right.

The Council recognises that valuable lessons can be learnt from complaints which are defined as being expressions of dissatisfaction from members of the public about actions, or lack of actions, or about the standard of service provided by or on behalf of the Council.

The Council’s complaint handling procedure (CHP) has two stages for handling complaints from the public.

Stage One complaints (also known as Frontline Resolution) are straightforward, non-complex complaints the Council can resolve at the initial point of contact or as close to the point of service delivery as possible. The Council has up to 5 working days to resolve these.

Stage Two complaints (also known as Investigations) are complaints the Council is typically unable to resolve at Stage One and needs more time to carry out further investigation. This may be because the nature of the complaint is complex, serious or high risk. The Council has up to 20 working days to resolve these.

This report details the Council’s complaint handling performance covering financial year 2021 to 2022 (1 April 2021 to 31 March 2022). Performance is measured via several Scottish Public Services Ombudsman indicators (some of which have national targets) and complaint data relating to previous years has been included in certain sections to allow comparisons to be made.

Reporting complaints is a statutory requirement and is monitored by Audit Scotland.

This report has been reviewed for accessibility prior to publication.

The Council received 2,859 complaints during the year and closed 2,827.

The table below provides a breakdown of the closed complaints per Directorate:

The following tables highlight complaint volumes per Directorate under each Stage:

Although there is no target for the volume of complaints handled under each Stage, the Council seeks to maximise closure at Stage One wherever possible and 94% were handled at this Stage during the period.

Some Services handled all their complaints at Stage One.

Whilst 53% of all complaints received related to Waste Services (the majority being missed bins and assisted pull outs), the Service empties over 102,000 household waste bins each week. As this equates to approximately 4.9 million collections over the year, 0.03% of these collections resulted in complaints being raised. This is worth highlighting given Waste Services experienced significant operational challenges due to the Covid pandemic during the year and was still able to maintain a bin collection service.

The table below shows a comparison of the volume of complaints received over the last three years:

The table below shows the volume breakdown for each Directorate over the last three years:

Whilst the Council maintained various measures, policies, processes and practices to combat the ongoing pandemic during 2021 to 2022, there has only been an 11% increase in complaints when comparing 2021 with the previous year.

The 44% uplift in Chief Executive complaints can be attributed to increases in Customer Services, IT and Finance complaints. Key complaint topics are detailed in section 4 of this report.

The 48% increase in Communities complaints is the result of a considerable uplift in school related complaints received. Key complaint topics are detailed in section 4 of this report.

Multi-service complaints have been excluded from the table to allow for true Directorate comparisons.

The volume closed on time in the table above includes extended complaints that met their new due dates.

This section provides details of complaints not closed on time under each Stage and includes extended complaints that did not meet their new timescales.

Customer Services complaints breached mainly due to resourcing issues (including self-isolations) and delays in obtaining information from complainants/3rd parties to progress complaints. Extensions could have been considered for around 70% of these given they were closed within the extra 5 working day extension allowance. IT complaints breached due to the complexity of the system(s) issues, awaiting further information from complainants and complaints being incorrectly routed. Extensions could have been considered for 50% of these for the same reason given above.

Some complaints breached due to complaint handlers being unable to contact complainants to discuss or agree the issues. Some Education complaints also breached as they were received when the schools were closed. Extensions could have been agreed for 60% of all Communities complaints not closed on time given they were closed within the extra 5 working day extension allowance.

These complaints breached due to multiple reasons and no specific trends were identified, however, extensions could have been considered for some of these given they were closed within the extra 5 working day extension allowance.

Reasons for complaints not closed on time included complaint handlers being unavailable to progress complaints for various reasons, complainants/3rd parties being unavailable to assist with investigations, resourcing issues related to Covid-19 and the complexity of the complaints.

Of the 348 Place complaints not closed on time, 64% could have been considered for the extra 5 working day extension given they were closed within 10 working days.

Regarding the volume of Waste complaints that did not meet timescale, see additional commentary below.

Waste Operations continued to operate under Covid related restrictions for the full period of 2021 to 2022 and additional labour was carried throughout the year to ensure vehicles could be resourced. Additional vehicle hires were also extended throughout 2021 to 2022 as availability of vehicles became a pinch point causing operational disruption and service disruption.

The impact of Covid was seasonal with waves of absences following the general trends seen in the wider community. There was a particular peak as the omicron variant became prevalent from the festive period into the second half of the winter. At one point a suspension of the brown bin service was necessary in January as the omicron surge peaked.

The service had to make operational decisions to prioritise resourcing beats unfortunately at the expense of bin deliveries. A focus has been undertaken to ensure priority is given to any complaints relating to assisted collections.

When reviewing the complaint data for Waste Service, particularly Waste Operations, it is evident that despite significant operational challenges, the majority of bin collections took place without issue.

These complaints were sensitive in nature and required details investigation. Extensions could have been considered for these.

This complaint breached due to service pressures caused by resourcing issues as a result of the pandemic.

This complaint breached by one day as approval was required from a Chief Officer before the response could be issued.

These complaints breached due to delays in the Stage Two response letters being approved prior to issue.

Key topics for upheld and partially upheld complaints for Services are listed below. Services will not be listed if there were low complaint volumes that did not allow meaningful analysis.

Employee behaviour appears as a key topic for some Services but the definition is broad and has been used where complainants either alleged or perceived employee actions or behaviour to be unacceptable. Whilst investigations may determine this is not always the case, where unacceptable behaviour was identified by Services appropriate action will have been taken to address.

The average time in working days to close complaints under both Stages during the year is noted below. Values for previous years have been included to allow comparisons to be made. Any complaints that had their timescales extended have been excluded from the calculations.

The average time to close complaints under both Stages has consistently exceeded target.

The tables below detail Services that did not meet the average time in working days for a response under either Stage. Services that met the target are not listed and any complaints that had their timescales extended have been excluded from the calculations.

Two IT complaints that were received were resolved beyond 20 working days, resulting in the average days to resolve target not being achieved. One complaint was hindered due to the delay caused by the complainant not providing further information. The other complaint involved a number of services and delays were encountered in receiving their responses in order to address and fix the issue.

Two complaints were received for Community Facilities and one was closed significantly beyond the 5 working day target due to resourcing issues in the service and delays encountered when engaging the relevant community group to assist in investigating the complaint.

A small number of school complaints were closed significantly beyond the 5 working day target as they had been received when the schools were closed for the summer holidays and so could not be progressed.

One Sports & Activity complaint was received and closed on day 8, breaching the target. This complaint could have been considered for the 5 working day extension.

A small number of Streetscene complaints were closed significantly beyond the 5 working day timescale, impacting on the average days to close. Reasons for this included difficulties in contacting complainants to progress complaints and the complexities of the complaints. Some of these complaints could have been considered at Stage Two.

Energy & Sustainability received two complaints during the year, one of which was closed on working day 64. The delay was due to multiple issues, including bereavement leave, issues with the complaint being directed to the appropriate team to investigate and a breakdown in communication between services involved.

Property Management closed a small number of Stage Two complaints during the year, two of which were closed a few days beyond the 20 working day timescale. The delay in closing the complaints was due to the response requiring approval before being issued.

106 complaints had their timescales extended during the year (77 at Stage One and 29 at Stage Two). The complaints related mainly to two Directorates – HSCP (30%) and Place (40%).

There were various reasons for extending, including complainants, third parties and employees being unavailable to assist or support with investigations and/or letter approvals, obtaining additional information to support investigations and resourcing/operational issues. Of the 106 complaints that had their timescales extended, 81% were closed within their new due dates.

Up to 31 March 2021, a complaint that meets our complaint criteria could be upheld, partially upheld or not upheld. From 1 April 2021, a fourth outcome became available to use called ‘Resolved’. Resolved complaints are where the Council has taken action to address the problem/issue without making a decision on whether there were any failings (this would happen where we agree a solution with the complainant at the outset without needing to actually investigate the complaint).

The charts below detail the number of complaints upheld, partially upheld, not upheld or resolved under both Stages.

Of the 38% of complaints upheld and partially upheld at Stage One, over half related to Waste Services and in particular bin collections. This was anticipated given issues the service continued to experience as a result of the pandemic.

Over two thirds of all Resolved complaints also related to Waste Services (mainly missed bin collections) which indicates many residents simply wanted their bins collected.

The 15% of complaints not upheld related to policies, regulations or complaints that were poor quality/unfounded.

All the Stage Two complaints that were upheld or partially upheld were split across all Directorates and multiple services.

A very small number of complaints were marked as ‘Resolved’ at Stage Two. As complaints can only typically be ‘Resolved’ at Stage One, an investigation is underway to determine if the outcomes for these complaints are correct and if not, remedial action will be taken to address.

Of the 55% of complaints not upheld, these related to various reasons, including polices, regulations and complaints that were unsubstantiated.

Note Partially Upheld complaints are complaints that contain more than one complaint element and at least one of them is upheld.

Council Services continually seek to identify improvements in service delivery and complaint information is analysed regularly to inform service improvements. Some improvements were implemented as a result of complaints received during the year and a selection is noted below.

Over 270 compliments were recorded cross-Council during the year and whilst they cannot all be highlighted in this report, a selection is noted below.

• “I’d like to commend the Streetscene fly-tipping team. Any reports I have made have been dealt with quickly whether in the town or out in the country. Well done to all for which has so far been an excellent service.”
• Multiple compliments received for Waste Services regarding returning to collect missed bins, delivering new bins and the attitude of the employees working at the Recycle Centres
• Several compliments received from residents of Montgomerie Park regarding ground works undertaken by Regeneration back in June.
• “I’d like to compliment the Money Matters Team - great support and help with my child's DLA appeal. Caring and brilliant at what they do.”
• “I had a plumber from Building Services visit my property today to carry out some work. His workmanship was outstanding and he was also very polite and courteous. He is a credit to NAC and I would like his bosses to recognise what an asset he is.”
• “I would like to thank Housing and the Welfare Team for their help and support as I felt very low and the people I spoke to were very kind, understanding and helpful. I am grateful for their kindness and support during a very difficult time for me”
• “I would like to pass on my thanks to the Assistant Registrar in Customer Services who conducted my wedding in June. The ceremony itself was lovely and she and her colleague let us delay the start as a guest was running late. We were kept updated regularly which was lovely and reassuring. Thank you.”
• “Quick response and excellent service from Pest Control Officer from Environmental Health today. He was very knowledgeable about wasps and bees that I felt reassured following his inspection. Great work NAC”
• Compliment letter received from a bowling club commending an employee from Licensing and an employee from Environmental Health for their help and support when adhering to Covid-19 restrictions.
• “I would like to express my thanks to two members of your Streetscene Team who came to my aid yesterday afternoon when my car broke down in Largs. They were a very calm presence in an otherwise very stressful situation. I do not know what I would have done without them”.
• “We have had a new wet room put in by Building Services. I have nothing but praise for the three men who fitted it - what a pleasant experience it was. Friendly, professional and Covid aware. Thank you so much”

Stage One (also known as Frontline Resolution) aims to resolve straightforward customer complaints that require little or no investigation. Any employee may deal with complaints at this stage and they can be resolved via any channel. The main principle is to seek resolution at the earliest opportunity and as close to the point of service delivery as possible.

Stage One complaints must be responded to within 5 working days unless an extension (a maximum of 5 additional working days) is requested and approved by a senior manager or above. The Council should, however, always aim to resolve these types of complaints within 5 working days.

Not all complaints are suitable for Stage One and not all complaints will be satisfactorily resolved at that stage. Complaints therefore handled at Stage Two (also known as Investigations) typically require a detailed examination before the Council can state its position. These complaints may already have been considered at Stage One, or they may have been identified from the outset as being complex, serious or high risk and needing immediate investigation.

Stage Two complaints must be responded to within 20 working days unless an extension is approved by senior manager in conjunction with the customer. Stage Two complaints require a written response, signed by a senior manager.

When an expression of dissatisfaction is received the Council determines if the issue falls into one (or more) six complaint categories:

• A service the Council should be providing is not being provided or is not available
• A request for a service was provided but not to an appropriate standard
• A request for service has not been answered or actioned within the agreed timescale
• A Council employee was rude, unhelpful or unprofessional
• A Council employee did not attend an appointment or call-out on a date/time agreed
• The complaint relates to a policy (internal or external)

If the issue being raised relates to one or more of the above, the matter is considered a complaint and will be recorded and handled as such. If not, the matter will be handled as a request for a service, observation or enquiry and actioned accordingly.