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This is a new service – your feedback will help us to improve it.

Coronavirus (COVID-19) - 3 April 13:11

Find out what you need to know

View complaint reports

We value all of the complaints, suggestions, and compliments we receive, and use this to improve the services we provide, and tell you about the changes we have made.

What have you been telling our complaints teams?

We produce an interactive dashboard showing all of the feedback we have received in the last quarter. You can use this to see a view of the council as a whole, or for individual services.

View our interactive dashboard

You can also view the most recent reports in the panel on the right hand side.

What have you been telling our services?

Adult Social Care

Trends and themes

The main themes of complaints this quarter relate to the council's postal service and post being delated or sent out without being franked. There was also a compliment for one of our Social Workers about the positive impact she has had with a service user.

You said We did
The Council’s postal service has seen delays and mail not being franked. We apologised and provided the customer with a book of stamps.

Benefits, Business Rates and Council Tax

No Service analysis received for inclusion in this report.

Bereavement Services

No Service analysis received for inclusion in this report.

Business Continuity

No feedback received during this quarter via the corporate process.

Business Support and Finance

No feedback received during this quarter via the corporate process.

Children & Young People

Trends and themes

The complaints received in Quarter 3 concerned different aspects of the service and therefore no trends could be identified. Ad the complaints referred to indiviual circumstances, we are unable to disclose any details

Communications and Marketing

No feedback received during this quarter via the corporate process.

Development, Regeneration, Skills & Employment

No feedback received during this quarter via the corporate process.

Emergency Planning

No Service analysis received for inclusion in this report.

Health Improvement Services

No Service analysis received for inclusion in this report.

Heritage Services

No trend or theme emerged from the feedback received this quarter.

Highways & Traffic

Trends and themes

The main themes of complaints this quarter include highway maintenance, resurfacing and street lighting. We continue to get resurfacing complaints where residents and commuters are unhappy with the inconvenience it causes with suspended parking and noise levels. Potholes causing damage to vehicles have also been on the increase this quarter, which would reflect normal seasonal trends due to adverse weather. The highways maintenance team has received a couple of compliments for clearing away a broken traffic bollard and cutting back overhanging vegetation which was obstructing vision on a junction

You said We did
Some residents have complained of tar splashes/spots on vehicles following resurfacing works. Those residents were contacted, and our surfacing contractors were arranging for vehicles to be cleaned
A few complaints were received in relation to damage to vehicles as a result of hitting potholes. These are commonly seeking compensation and the complaint is submitted as part of their intention to claim. In each case the details passed to a Highway Inspector to investigate and arrange any necessary repairs. The residents details were passed to our insurance team to deal with compensation claims.

Housing Services

Trends and themes

Provision for rough sleepers came up twice during the period. We’re working with the communications team and our provider-partners to highlight the action being taken and the support that is already in place. The advisors in Housing Options receive a good deal of positive feedback from people they have worked with. Typically, this focuses on the lengths staff got to to make sure people are well-accommodated and receive effective, considerate and respectful support.

You said We did
Complaint about standards of B&B provision. Ceased using the B&B, although this was not as a direct result of the complaint we received.

HR

No feedback received during this quarter via the corporate process.

Improvement & Performance

No reoccurring themes. Only one complaint received this quarter.

Legal & Democratic Services

Trends and themes

There were 8 complaints this quarter. 7 related to the Electoral service - 3 in relation to polling station access, and 4 in relation to electoral registration. There was also 1 in relation to Registrars. The complaints relating to the polling stations were mainly about access at the General Election and involved changes that had been made without the Returning Officer’s knowledge. None of the electoral registration complaints were upheld as they involved procedures or wording prescribed by legislation.

Libraries, One Stop Shops & Council Connect

Trends and themes

This quarter there have been 3 complaints where customers feel they have been spoken to rudely by a member of staff at One Stop Shops or Council Connect. Several complaints arise from people trying to obtain bus passes; erroneous information on Council website directing them to a OSS without a working bus pass machine, or disputes with staff over what information is needed to obtain a bus puss/companion pass. One complaint related to response times when reporting ordering new bins. Other complaints all vary although there are a couple that have been reported multiple times in previous reports: library staff being unable to provide customers with change for the copiers/printers, customer’s finding it hard to navigate the Council Connect phone system. We have also received four compliments regarding how helpful officers were toward customers.

You said We did
A library user was not happy that there are no cash facilities at the main counter. In a cashless society it's harder to keep finding locations that are willing to break £5/£2/£1 into smaller silver change. Comments fed back to managers.
New scanning machines. The system to return books into a bin or shelf is extremely confusing. Much harder to me than previous system. When customers return books on the new library kiosks the screen uses a colour coded system. Books that need to go in the returns bin show up red. Books to go back on our shelves show in blue. People find this confusing. Having discussed this with IT staff we believe the system has been made as simple as it possibly can be with the machines capabilities. Staff will try and explain how returns are separated out by kiosks to customers and how to read information on the screen. Obviously with a self-service system they are unable to catch everyone.

Parking Services

Trends and themes

In Parking Services most feedback relates to individual issues or concerns. Feedback often relates to the issue of penalty charge notices which is replied to in accordance with the Parking statutory process rather than the Feedback and Complaint policy. We continue to receive positive feedback about the level of customer service we provide, with one user saying "I am emailing you today to bring to your attention the great efforts the staff in orange hi vis jackets have made. I came to Bath for the Christmas market, and don't know the area. They helped me download the app to pay, gave me directions and found me a space when the car park was full. They were all very patient and kind despite being stood out in the rain and cold. I am very thankful to have had such great help from such lovely people that work for you. I will be coming back next year for another visit!"

You said We did
You said you felt the signage on the ground directing vehicles to the exit of Avon Street car park could be improved. We reviewed the current layout and plan to make some changes to assist the flow around the car park, particularly at periods of high demand.
You asked about arrangements for Motor Home vehicles at our Park & Ride locations. We advised that the recommended car park for a taller or longer vehicle such as a motorhome would be Lansdown Park and Ride due to the fact that this location has no height restriction and is also suitable for longer vehicles as it has specific oversize bays. Charlotte Street Car Park also facilitates the parking of larger vehicles however, whilst there are no height restrictions in place the bays in this car park are of a standard length. It is possible to park a motorhome at Charlotte Street however if you straddle two bays you would need to pay for both.

Parks & Green Spaces

Trends and themes

No trend or theme could be determined from the 5 complaints received during the quarter. The service received three compliments during the same period, for hedge cutting, the perennial planting around Bath this year and for a thoughtful parks driver.

You said We did
You said the entrance area in Kensington Meadows was boggy. Woodchip was spread at the entrance to Kensington Meadows making it a less boggy area.
You complained of Increased Allotment Charges. We explained the increase in Allotment charges related to the cost of service provision and diminishing grants from Central Government and agreed with the Allotment Association.
One customer complained that a hedge outside their property was not cut this year. Customer was advised earlier in the year that it would be done in the winter months and was advised it would be done before 31/11/19.
One customer felt leaves falling outside their house from a tree on Highway land made it unsafe for them. The Grounds Senior Supervisor was asked to maintain the area of Highway land.
One customer complained that a Waste lorry ran over their lawn. Although not caused by a parks vehicle the lawn was repaired by parks grounds staff.

Passenger Transport

Here in the Passenger Transport Unit we are responsible for arranging the transport for some 2500 pupils daily to and from school. We also provide the Bath Dial-a-Ride service, ad hoc Adult Social Care transport and other passenger transport services. This period we have received one Customer Complaint – an issue relating to an individual’s SEND home-to-school transport, which was partially upheld and was about a timing issue in the mornings.

Planning and Building Control

Trends and themes

During this quarter 4 complaints were dealt with which related to procedure/handling of planning applications and an administrative oversight. Only one of these was partially upheld. 12 compliments were received.

Policy & Partnerships

Trends and themes

No trend or theme could be determined from the 2 complaints received during the quarter.

You said We did
Christmas lights were not working. We responded and a contractor fixed the issue with the lights.
A complaint about an equalities issue. The Inclusive Communities Manager responded to each concern raised in the equalities issue.

Project Delivery, Property & Facilities

No feedback received during this quarter via the corporate process.

Public Health

No feedback received during this quarter via the corporate process.

Public Protection

Trends and themes

3 complaints were dealt with during this quarter which related to Trading Standards, Pest Control and Noise. None of these complaints were upheld. 1 compliment was received.

Public Toilets

No feedback received during this quarter via the corporate process.

Public Transport

Trends and themes

Most of the customer feedback received during the last quarter related to the service being provided by our external operators. The details of the feedback were passed on to these operators to enable them to provide responses.

Risk & Assurance

No feedback received during this quarter via the corporate process.

Street Cleansing

Most feedback relates to individual issues or concerns. These issues and concerns are investigated and resolved, on a case by case basis.

Waste – Business Waste

Most feedback relates to individual issues or concerns. These issues and concerns are investigated and resolved, on a case by case basis.

Waste - Garden Waste Collections

Most feedback relates to individual issues or concerns. These issues and concerns are investigated and resolved, on a case by case basis.

Waste – Kerbside Recycling

Most feedback relates to individual issues or concerns. These issues and concerns are investigated and resolved, on a case by case basis.

Waste – Recycling Centres

Most feedback relates to individual issues or concerns. These issues and concerns are investigated and resolved, on a case by case basis.

Waste – Rubbish Collections

Most feedback relates to individual issues or concerns. These issues and concerns are investigated and resolved, on a case by case basis.