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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

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Benefits, Business Rates and Council Tax

No Service analysis received for inclusion in this report.

Bereavement services

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Business support and finance

No feedback received during the period via the corporate process.

Children and young people

Trends and themes

Delays or amendments with EHCP (Education, Health and Care Plans), however no specific theme as the circumstances are different for each case.

We have received positive feedback about support provided to schools with arrangements for Free School Meals.

You said We did
Feedback has been received concerning processes relating to the Education, Health and Care Plan. The SEN Team Manager is reminding staff about the correct processes in order to avoid similar delays in the future.

Clean Air Zone

No Service analysis received for inclusion in this report.

Communications and marketing

Information relating to this service is provided under Partnerships and Corporate services below.

Development, regeneration, skills and employment

No feedback received during the period via the corporate process.

Emergency Planning and Business Continuity

No feedback received during this quarter via the corporate process.

Health Improvement services

During this period 1 suggestion was received, which was insufficient for a trend or theme to be identified during the period of the report.

Heritage services

Insufficient feedback received for a trend or theme to be identified during the period of the report.

The Roman Baths was closed during the lockdown period and Heritage Services staff assisted in the Compassionate Communities Hub, the PPE Warehouse, helped the IT Team, Adult Services and Housing Services, decorated care homes for Christmas, assessed business recovery grant applications and planned the visit of the Duke and Duchess of Cambridge to a B&NES care home as part of their UK tour.

We are aware of over 20 positive comments that visitors have made about The Roman Baths on travel websites.

Highways and traffic

Trends and themes

The main problems for this period include Covid 19 Parking restrictions/Road closures to allow for social distancing and overgrown vegetation. Gritting complaints have started to increase due to cold spell leading up to Christmas and New Year.

We continue to receive compliments from residents for our Highways Maintenance team who have dealt with road signage issues and pothole repairs with residents thanking us for quick response times. We received several compliments for the resurfacing works that were carried out on various road with residents commenting that staff were polite, professional and works were well co-ordinated.

You said We did
Due to recent cold temperatures around Christmas/New Year some residents have complained about falling on ice or asking why roads have not been gritted. Customers are referred to our winter maintenance policy which states: Gritting priority is given to all A and B classification roads and other strategic C and unclassified roads based upon the recommendations contained in a National Code of Practice. Treatment of locations not on the priority network would only be considered when conditions dictate i.e. prolonged periods of ice and snow and when all other priorities had been fully and adequately treated and resources become available. Pavements - Gritting priority is given to all A and B classification roads and other strategic C and unclassified roads, however, in very severe weather conditions consideration is given to the treatment of pedestrian routes. These would be confined to more urban areas where there is high pedestrian usage and will only be considered if snow or ice remains for some days. The policy on gritting has not changed since last year, therefore complaints relate to isolated incidents due to local conditions and not a service failure. Cleansing did help grit some paved areas by hand although this is labour intensive and subject to available resources.
Overgrown vegetation continues to be an issue especially now that people are trying to socially distance whilst out walking (the majority of overgrown vegetation is coming from private property and is the homeowners responsibility to address). Vegetation from adjacent properties is the responsibility of adjacent property owners. Standard practice is followed. We write to homeowners and the Highway Inspector will monitor. Further action is taken by issuing a formal notice if required.
Social distancing traffic measures A number of objections were raised to emergency social distancing measures, such as access to retail parking. These were acknowledged, but no immediate changes were undertaken as measures were considered essential for public health reasons.

Housing Services

Trends and themes

The trend in Q3 was general appeals and dissatisfaction in relation to housing bids, banding, allocations and where residents were on the housing waiting list. Other complaints included disagreement with appeals on Homesearch medical assessment forms. Compliments included that residents were happy with the general service they receive from Housing Services Advisors, and that residents were happy with banding and allocations.

You said We did
You disagreed with housing positions, allocations and bandings. We responded, explaining why and how the decisions were reached in each case.

HR

No feedback received during the period via the corporate process.

Legal and Democratic services

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Libraries, One Stop Shops and Council Connect

No Service analysis received for inclusion in this report.

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.

The key theme this reporting period relates to the impacts for parking in response to the Covid-19 global pandemic. The service has proactively responded to issues raised by residents and explained some of the changes needed to support social distancing in central Bath.

We continue to receive positive feedback about the level of customer service and assistance we provide. Some of the comments received were: "I’m pleased to notice that the parking signs have been replaced at XX & XXX. Let’s hope they are left alone this time! Good job by parking services, thank you"

You said We did
You continue to raise concerns the impact of temporary changes to disabled bays in central Bath as a result of pavement widening and road closures to support social distancing. This has been necessary given the narrow roads and streets in Bath as we reopened the city following the easing of Lockdown restrictions. We explained we consider the needs of all sections of the community when considering schemes and provided our Equality Impact Assessment. We explained work undertaken to increase the number of disabled bays available and provided a map of these locations. More information about the reallocation of road space can be found on our website. This includes a separate link for residents to provide further feedback on their experience of changes as part of a wider survey to evaluate the impact and effectiveness of changes made due to lockdown and Covid-19. We raised awareness of other consultation taking place concerning security proposals for the centre of Bath.
You said you were unhappy with the number of parking suspensions that had taken place in the centre of Bath to allow ‘Filming’ and the impact this had on the availability of resident parking spaces in the Central Zone. We explained Bath attracts interest from the Film & Media industry given its architecture and standing as a World Unesco Heritage Site. We recognise this can have local impact and try to minimise this. We also recognise the significant income Filming can generate to the local economy as well as helping to promote the city to a wider audience and boost future tourism. Our Film Office liaise closely with media companies to ensure any residents affected by parking suspensions receive notice. We acknowledged there were some recent limited instances where the notice period for parking suspensions placed on street had not been adequate. We apologised for this. The Terms and conditions for Resident Parking does advise that spaces can be suspended from time for different reasons such as house moves, road works and filming and that being part of the scheme does not guarantee a space. Whilst we are unable to provide alternative parking given the limited capacity across the city, it is possible for central zone and Zone 6 permit holders to park at Charlotte Street Long Stay car park between 5.30pm – 10am Monday to Sunday.

Parks and green spaces

Trends and themes

12 complaints were receoved, but no trend or theme could be identified from the customer feedback received during the period of the report.

3 compliments were received. One was about tree felling and clearing up after, one about grass cutting, and one about removal of brambles and clearing up after. All customers were emailed, thanking them for taking the time to contact us. Our staff involved were notified of the compliments from customers.

You said We did
Two were regarding Alice Park which is managed by the Alice Park Sub-committee. One customer was emailed by Parks and one from the Cllr on the committee.
Three were regarding land that we are not responsible for. Customers were emailed to advised who to contact.
One customer was not happy that he could not keep his allotment as he had moved out of the area. Customer was advised that he could keep allotment until he found another nearer to him.
One was regarding an overgrown tree. Customer was advised that it was in the winter tree works program.
Two were regarding closure of Keynsham Memorial Park gates and Botanical Gardens closure. Explained to customer how Parks staff manage the gate closure at Keynsham Memorial Park. Customer advised that Botanical Gardens is not closed.
One customer wanted Parks to stop cutting grass at rear of her property and said that the land belongs to her. Customer was advised that parks team need to access the land and would check who the land belongs to.
One customer was unhappy that an entrance at Entry Hill Golf Course had been closed off./th> Customer was advised that this was not an official entry therefore was closed off but could still use the main entrance to the course.
One customer was unhappy that we still use leaf blowers as didn’t feel they were eco-friendly. The customer was advised that Parks were looking into different options to leaf blowers but needed to use in some areas.

Partnerships and Corporate Services

Trends and themes

We had no complaints during this quarter. We had one suggestion which was about wanting our website to show which Tier B&NES is in. We do already do this, so a colleague from IT responded to the customer sending the website link.

Passenger transport

No feedback received during this quarter via the corporate process.

Planning and Building Control

Trends and themes

During this period a higher than usual number of complaints (12) were dealt with which related to procedure/handling of planning applications and enforcement cases. They were all not upheld except one which was partially upheld. 1 compliment was received and 7 suggestions.

Project Delivery, Property and Facilities

No feedback received during this quarter via the corporate process.

Public Health

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Public Protection

Trends and themes

During this period 3 complaints were dealt with which related to Covid risks in relation to business operations, none of these complaints were upheld. 3 suggestions were also received.

All Officers are working extremely hard during this period of disruption. We received a lovely thank you for one member of our Trading Standards Team who helped to solve a long-standing problem a customer was experiencing with a company. The customer had given up hope of getting a resolution, but after the Officer stepped in they received the outstanding refund in full.

Public toilets

Trends and themes

No feedback received during this quarter via the corporate process.

Public transport

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Risk and assurance

Insufficient feedback received for a trend or theme to be identified during the period of the report.

Street cleansing

No Service analysis received for inclusion in this report.

Waste – Business waste

No Service analysis received for inclusion in this report.

Waste - Garden waste collections

No Service analysis received for inclusion in this report.

Waste – Kerbside recycling

No Service analysis received for inclusion in this report.

Waste – Recycling centres

No Service analysis received for inclusion in this report.

Waste – Rubbish collections

No Service analysis received for inclusion in this report.