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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

No feedback received during this quarter via the corporate process.

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

No Service analysis received for inclusion in this report.

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 relate to Utility Road Works and diversion signage for resurfacing works. We received several compliments for our Highways Maintenance Team to thank us for responding to issues promptly and for improving the surface or roads for cyclists. Street Lighting received a compliment for putting a shield over a light to reduce the glare into a resident's property.

You said We did
We continue to receive complaints regarding Utility company road works causing delays and disruption, with some people asking why they were not done during half terms when roads are quieter. Our Street works team confirmed to complainants that we work with Utility companies to try and minimise disruption, however in some instances road works were due to emergencies and therefore works are unavoidable. Many residents are unhappy that they have not been informed of upcoming works (utility companies do not have to notify residents).
Road resurfacing/patching complaints where residents/commuters say we have not given advance warning or enough advance warning. Warning signs are erected on the road prior to works taking place and letters are sent to affected residents where required. We also notify people through our Facebook and Twitter feeds. We also liaise with our public transport team to place notices on affected bus stops and work with bus companies to provide alternative routes.

Housing Services

Trends and themes

No trend or theme emerged from the feedback received this quarter. Complaints received related to individual circumstances and were responded to on that basis. In terms of positive feedback, we received compliments from our customers about officers being helpful to customers.

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

The unusually large number of complaints received were due to concerns about the suitability of polling stations provided for the Local Elections in 3 schools. The team liaised with the schools identified and no problems were reported for the EU elections, which were held shortly after.

You said We did
You felt the rooms provided for polling stations were unsuitable and difficult to access. We liaised with the schools to ensure more suitable rooms were made available and car parking provided. We are reviewing the suitability of all polling stations.

Libraries, One Stop Shops & Council Connect

Trends and themes

The main themes of complaints this quarter relate to eating in the library and navigation of the Council Connect phone service. In terms of positive feedback, three compliments were received regarding staff in our One Stop Shops.

You said We did
Difficulty navigating Council Connect telephone options. Quotes from two customers: “no longer includes an option to contact the library service (at Bath Central Library) even though they are open during both Saturday and Sunday” and “resident complains that it took 2 1/2 mins to get through all the options on Council Connect.” Concerns were passed to Council Connect management, for investigation.
Customers unhappy with people being allowed to eat in the library. 2 complaints: “impacts on my ability to concentrate” and “It's pretty unhygienic when you've got bits of people sandwiches etc. getting stuck between the keys, plus it's distracting, smelly and it means people take longer on the PCs when others want to use them.” Comments passed onto library managers for their consideration. Will monitor feedback to see if further comments are received.
Three complaints were received regarding the photocopiers in the library, staff attitude and blue badge renewal. In each case the comments were passed to appropriate managers for investigation/consideration.

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. In terms of positive feedback, we continue to receive positive feedback about the level of customer service we provide: "Just want to say a big thank you for coming round to visit the site and sorting out the parking permit issue. Your speedy attention to this was very much appreciated" and "I just wanted to send a quick note to thank you very much for organising our parking suspension outside 26 Park Street this weekend. The speed and efficiency with which you organised it all was exceptional and it made our move in so much easier. Its not every day that you receive such great service so I wanted to drop you a line and say thank you."

You said We did
You said you were frustrated about receiving a Bus Lane Penalty Charge Notice. We provided advice about how to appeal against the issue of a Penalty Charge Notice if you think it shouldn’t have been issued. We also explained that Bus Lanes are in place to assist the free flow of public service vehicles in the city and to reduce the number of vehicles queuing through central areas in support of sustainable transport options and the improvement of air quality for all.

Parks & Green Spaces

Trends and themes

Of the seventeen complaints received two were not on Council land and one was for hedge cutting in the nesting season but Parks had not cut hedges in this area and do not cut in nesting season. In terms of positive feedback: five compliments received regarding Wildflower Meadows in Parks & Green spaces. Polite tree team staff.

You said We did
We received four complaints regarding grass cutting. Three customers had now been informed that the grass has been cut. One had an incorrect email address and no further contact details.
One complaint was about a broken vent caused by the strimmer. Customer had not responded with further information when asked for it.
One complaint was asking for the waste bin to be moved when next cutting. Agreed that bin would be moved in future.
One complaint was regarding Giant Hogweed. Date given to customer when this would be treated.
One complaint was for obstructive vegetation. The Senior Supervisor’s team were asked to inspect the area.
Two were regarding overgrown allotments. Inspections were due to be carried out.
Four were regarding Parks staff. Staff members were disciplined or spoken to. Customers were advised.

Passenger Transport

No feedback received during this quarter via the corporate process.

Planning and Building Control

Trends and themes

A small number of complaints were received this quarter. Three complaints related to handling of planning applications. One complaint related to planning fees. None of these complaints were upheld. The Service received five compliments and one suggestion.

Policy & Partnerships

No feedback received during this quarter via the corporate process.

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

Seven complaints were dealt with during this quarter. There was no particular trend. Two related to the attitude of staff, and five related to handling of, and not agreeing with, service policies.

Public Toilets

No feedback received during this quarter via the corporate process.

Public Transport

Trends and themes

Three complaints, two compliments and two suggestions were received last quarter. Two complaints focused on specific bus services which residents were not happy with. One complaint focused on lack of pass printer at a One Stop Shop, and the implementation of a Public Transport policy by One Stop Shop staff members. Compliments received around the level of customer service received by the Public Transport team, which have been passed on to the team members.

You said We did
Two residents were not happy with the route and frequency of one of the non B&NES supported bus services. As the service is not supported by B&NES, the contact details were given for First Group so the residents could contact them directly.
One resident was not happy with the delay in the new bus pass printer arriving, and the way in which the Public Transport policy on eligibility for a disabled pass was implemented. We apologised for the delay and the way in which the policy was implemented by OSS staff members. Guidance has been issued to OSS colleagues and the new printer has since been installed.

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.