Causes of complaints
The causes of complaints for the period of 2023/24 were as follows in this period:
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Analysis
During this period, the primary cause of complaints remained service quality, with 33 complaints, mirroring numbers from earlier years like 2019/20 and 2022/23. Complaints about communication increased to 12, the highest in the past four years, suggesting issues in this area that need attention. In contrast, complaints regarding policy and procedures fell by 50% compared to the previous year, and complaints about staff conduct also decreased slightly. However, there was an increase in complaints about payments from the previous year.
Overall, while service quality continued to be the leading cause of complaints, concerns about poor communication also became more prominent.