43% rise in complaints to Shropshire Council

Shropshire Council has said it is seeing a "steady increase in complaint numbers" - with a 43 per cent rise in the past year.

The council has seen a significant jump in the number of complaints received in the 2019/20 financial year, but the authority says it is happy with how it is handling the complaints it does receive.

The council will discuss the situation at a meeting of the Performance Management Scrutiny Committee on Wednesday, January 20.

The information, which is contained in the 'Annual Customer Feedback' report, shows that there were 1,833 complaints in 2019/20.

That is compared to 1,281 the year before, and 922 in 2016/17.

The report, from Sarah Dodds, Feedback and Insight Team Leader at the council, states: "Although overall performance remains good in terms of complaints handling, there continues to be a steady increase in complaint numbers.

"There were 1,833 complaints received in 2019/20 (1,281 in 2018/19, 1,119 in 2017/18 and 922 in 2016/17).

"Complaints increased by 43 per cent between 2018/19 and 2019/20."

The report also shows that the time taken to deal with some complaints has also risen, stating: "The time taken to complete stage 1 complaint investigations has risen to an average of 22 working days compared to 14 working days in 2018/19."

However, it says that remains well within its target of 30 working days.

The report also shows that complaints make up a huge percentage of the feedback the authority receives from the public – 57 per cent, compared to other enquiries at 28 per cent and compliments at 16 per cent.

The majority of the complaints received were about roads, with 34 per cent of all those submitted being about highways and transport.

Adult Services (including Housing and Public Health) was the next most significant at 17 per cent while Finance Governance and Assurance were allocated 16 per cent of complaints.

Waste Management and Planning each received nine per cent of complaints, and Children’s Services received seven per cent.

In terms of resolution the council said that the majority of complaints were withdrawn or not upheld.

For complaints handled at the first stage 46 per cent were withdrawn or had no finding, and 28 per cent were not upheld.

The report says that 14 per of complaints were upheld and 12 per cent were partly upheld.

Most Read

Most Read

Top Stories

More from the Shropshire Star

UK & International News