Revealed: Shropshire Council receives more complaints and takes longer to resolve them
The number of complaints received by Shropshire Council has risen by around 7 per cent in the past year, new figures show.
The council received a total of 1,934 complaints in 2023/24, up from just under 1,800 in the previous year, while the amount of time taken to resolve complaints has also risen from 26 days to 31 days.
However, compliments to council services also rose by around 9 per cent over the previous year, rising from 436 to 475.
A report due to be discussed by the council’s scrutiny committee next week will show that complaint cases formed around 73 per cent of all feedback received by the authority last year, and resulted in a total of 978 formal investigations.
The report sets out 15 recommendations for improving the council’s complaints handling processes, including making it easier for residents to report feedback online, and continuing efforts to improve response times.
The majority of complaints investigated (62 per cent) were due to delays, service quality or failure to act while the next highest category related to decisions made by council officers (24 per cent).
