Complaints Complaints Received (Period 1 to 7) Dealt with Dealt with Dealt with Under Total Under Under Stage 1 Stage 1 only Stage 2 only then Stage 2 16 3 1 20
Finance & Corporate Support. Educational & Social Services Neighbourhood Services. Cross Department East Ayrshire Council
9 82 0 107
2 10 1 16
2 5 0 8
13 97 1 131
Key Points: For the reporting period, a total of 131 complaints were dealt with. As at 20 October, 117 of these were closed (5 of which were dealt with at both stages), 2 were withdrawn and 12 remained open.
Complaints Closed (YTD): East Ayrshire Council
Stage 1 Complaints Stage 2 Complaints
Number Closed
Number Closed Within Time
Average Days to Respond
108 14
66 (61.1%) 8 (57.1%)
8.0 27.3
Upheld in Full
Partially Upheld
36 (33.3%) 28 (25.9%) 3 (21.4%) 4 (28.6%)
Average number of days to respond 50.0
stage 1 stage 2
40.0
Finance and Corporate Educational Support Neighbourhood and Social Services Cross Services Department East Ayrshire Council 10.0 17.0 6.6 8.0 38.3 14.5 38.3 26.4 27.3
20.0
27.3
26.4
30.0
10.0
14.5
10.0
17.0 8.0
6.6
0.0 Finance and Corporate Support
Educational and Social Neighbourhood Services Services stage 1
Cross Department
East Ayrshire Council
stage 2
Key Points: The average number of days to respond to Stage 1 Complaints has decreased from 8.1 days to 8.0 days since Period 6. The number of days to respond to Stage 2 Complaints has decreased from 28.7 days to 27.3 days since Period 6.
18