Latest report shows complaints on the decrease at Wakefield Council

Date: 23/09/2014
Ref: PR 4717

Complaints to Wakefield Council are down by over 30% - bucking the national trend - says the Council’s Annual Complaints Report 2013/14.


It is now easier than ever to feedback or make a complaint to Wakefield Council and the report, which provides an analysis of compliments and complaints about the Council’s services, shows that the Council received 1121 formal complaints, a fall of 33% on last year’s figures.


Cllr Graham Stokes, Wakefield Council’s cabinet member for corporate performance said: “It is important that we enable our customers to feedback and I am pleased that it is now easier than ever to make a complaint and that we are robust in how we respond and take action to improve.


“This significant reduction in the number of complaints was mainly due to a new way of working, which now means the Customers Services team work directly with the service areas and put clear action plans in place to address the issues. This has led to major service improvements, which are tackling the areas where we see higher volumes like waste collections, roads and housing benefits.


“Although these areas have generated a higher number of complaints we need to bear in mind that the Council deal with more than 12 million bin collections every year and are responsible for 900 miles of road as well as processing over 300,000 Council tax Bills and 177,00 benefits claims.


“We take all feedback from customers very seriously. It is essential to enable us to deliver high quality citizen focussed services. The feedback has helped service areas identify and learn from what has gone wrong and make clear service improvements.”


During last year 938 compliments were received. More than 90% of these were as a result of customers feeling they had experienced excellent customer service from a member of staff.


Cllr Stokes added: “We remain committed to an ongoing programme of training for our staff and we will continue to learn from the complaints we receive to improve the way we deliver services to our customers.”


The report will be considered by the Council’s Cabinet when it meets on September 29. ​