Complaint performance
The table below shows the total number of complaints received in 2022/23 and the percentage of Stage 1 complaints dealt with on time.
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Complaints dealt with on time over the last five years
The table below shows the Stage 2 and Stage 3 complaint performance (closed on time) in 2022/23.
| Type | Stage 2 | Stage 3 |
|---|---|---|
| Statutory complaints | 50% (1/2) * | 100% (1/1) |
| Corporate complaints | 60% (6/10) | N/A |
*(1/2) means 2 complaints were received and 1 was responded to on time.
The distribution of stage 1 complaints closed in 2022 to 2023 varied throughout the year, with a noticeable increase in Q2 and much lower volumes in Q1 and Q3. This suggests a higher number of complaints during summer months, which places additional strain on resources during the holiday season.
Q1 showed the best performance likely due to small volumes received in this quarter. Performance then slipped over the summer but improved and remained stable in Q3 andQ4, demonstrating slightly better performance in the back half of the year.
Overall, we resolved 60% of Stage 1 complaints on time, showing a slight improvement from the previous year's performance, though still below our expectations. Children’s Services complaints are often complex and time-consuming, leading to some responses being delayed beyond their due dates.