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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

We have received complaints about delays in Council Tax processing changes in circumstances for residents, which was the main theme in the last quarter too.

Complaints about the recovery of unpaid Council Tax and Business Rates continue to be a trend, however there have been reduced numbers during the last quarter and very few were upheld.

You said, we did
You said We did
There are Council Tax Processing delays We closed phone lines from 2.30pm on Tuesdays and Thursdays for the time being to maximise the time our staff can spend processing the backlog.
You are unhappy with the debt recovery process We always do our best to help. Unfortunately, some people do not accept what they are told when in debt despite our best efforts. The majority understand and engage with us positively to resolve the situation.
You have complimented our officers We always pass on compliments to the staff member in question, their Team Leader (where applicable) and their Head of Service.

Bereavement services

No feedback received during this quarter via the corporate process.

Building Control

No feedback received during this quarter via the corporate process.

Business Continuity and emergency planning

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

Business support and finance

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

Children and young people

No trend or theme was identified during the period of the report.

You said, we did
You said We did
The number of complaints remains low and concern different services. No themes have been identified during the quarter. All complaints receive a response and action specific to the individual or family concerned is taken.

Clean Air Zone

We are receiving appeals and challenges to the Clean Air Zone through the customer portal as well as through the formal appeals route. We continue to receive complaints around the signage used to identify the zone, along with complaints of 'greed' and 'money making'.

The Clean Air Zone has been operational for a year. We have started to progress cases that have not been actioned by the motorist to the stage of debt recovery and have enlisted enforcement agents. This has triggered a rise in communication regarding this process in all contact areas within the CAZ team.

In the last quarterly period, the number of negative normal feedback cases created represents 0.2% of all correspondence that we have received and actioned.

You said, we did
You said We did
Clean Air Zone signage is poor Unfortunately, as with all road signage, the size, shape and design are dictated by the Department for Transport. Therefore we can't change anything. The same regulations state that road markings cannot be used with these signs. We cannot make the signs bigger, different or add any road markings for the Clean Air Zone. We've tried to explain this and promote the scheme more widely to raise awareness.
The Clean Air Zone is a 'money making' scheme This is a common perception because it is a charging scheme. We continue to try and explain that it's not a revenue scheme. The objective of the Clean Air Zone is to encourage behaviour change to reduce NO2 levels attributable to road traffic in Bath. This is a central government directive. While there will be revenue created from the scheme, that income can and will only be spent on infrastructure that assists its aim of improving air quality.

Communications and Marketing

Information relating to this service is provided under Strategy, Marketing and Engagement.

Health Improvement services

No feedback received during this quarter via the corporate process.

Development, regeneration, skills and employment

No feedback received during this quarter via the corporate process.

Emergency Planning

No feedback received during this quarter via the corporate process.

Health Improvement services

No feedback received during this quarter via the corporate process.

Heritage services

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

Highways and traffic

We have received feedback regarding the changes to Keynsham High Street about the closure or poor access to cycle lanes and the effect of repair works to Cleveland Bridge.

We received positive feedback about how we managed Storm Eunice and the effect on roads with fallen trees and obstructions.

You said, we did
You said We did
You raised concerned about the lack of information on why schemes are being completed. There was a belief that local residents weren't properly consulted or listened to. We replied with information on the schemes and the processes that we follow. We also provided information on the outcome of the relevant consultation processes.
You are concerned about changes to Keynsham High Street, with regards to safety aspects of the new designs, lack of information on changed kerb heights and the cycle lane that runs through the High Street. We alerted the team who are involved in the design of the High Street and its development. We provided information to any complainants. A Safety Audit is scheduled to be carried out on the scheme.
We have received complaints regarding safety at road junctions. One resident claims this is because of the Clean Air Zone, meaning people are using other areas as cut-through routes making them busier and more dangerous. We have received suggestions about traffic calming measures to decrease traffic speed, increased signage and the installation of mirrors. We have made the Traffic Management Team aware of these complaints and suggestions for consideration.

Housing Services

We received 8 complaints in this quarter. The main issue being reported to us are regarding the conduct and attitude of our staff. This formed the basis of 6 out of the 8 complaints.

All complaints were in relation to the Housing Options or Homesearch departments. 3 of the 6 complaints were made by the same person and were not upheld.  The remaining 3 were made by separate people and were all upheld.

The remaining 2 complainants were a disagreement with policy/procedure which was not upheld, and a complaint about Curo (a social housing provider) which we have reported on to them.

You said, we did
You said We did
Some customers were unhappy with the way they had been spoken to when they had contacted the service. We plan to investigate this further and discuss with senior staff. We hope to identify any options for addressing the increased stress the team are under due to increased caseloads. This could be impacting on our customers' experiences.

HR

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

Legal and Democratic services

No feedback received during the period via the corporate process.

Libraries, One Stop Shops and Council Connect

No Service analysis received for inclusion in this report.

Parking services

No service analysis received for inclusion in this report.

Parks and green spaces

We received 8 complaints during the last quarter. One was related to a matter which we were not responsible for.
You said, we did
You said We did
We received a complaint regarding an encampment at Green Park. We sent an email to the customer advising that additional steps are being taken and that they should record any antisocial behaviour.
We received one complaint about a No Dogs sign in the Royal Victoria Park play area. We have put temporary signs on gates while the new signs are on order.
We received one complaint regarding hedge cutting outside a property while the resident was home working. They complained of the noise and asked that we notify them beforehand. We advised the customer that work was done as per a work schedule and subject to appropriate weather conditions.  Sadly, it is not possible to notify residents in advance.
We received two complaints regarding Kensington Meadows, one regarding ground maintenance and one regarding inadequate safety fencing around the play area. We advised the customer who complained about ground maintenance that we are now working towards the Biodiversity and Ecological Emergency but this will be open to review. We advised the customer who complained about safety fencing that after a consultation in the area, more natural play with natural barriers would be put in place. For example rocks and willow.
One customer requested a tree to be planted outside their property. We advised the customer that the tree planting season from October to March (2021 to 2022) had reached maximum capacity and funding.
We received one complaint related to Moorfields Sandpits, that the surface was uneven and hard for children. We advised the customer that the surface is compliant with standards (BS EN 1177) and resurfacing was not necessary.
We received one compliment regarding a helpful staff member in Royal Victoria Park while the customer was on holiday in Bath. We passed the compliment on to the relevant staff member.
We received one compliment about a staff member who went door to door asking if a tree was wanted outside the property. We planted the new tree and the customer was extremely happy to see the new tree when returning from work.
An elderly lady had a tree fall into her garden, her neighbour contacts the Parks Team. We removed the tree within three hours and the customer was very pleased.

Partnerships and Corporate Services (including Communications and marketing)

No feedback received during this quarter via the corporate process.

Passenger transport

No feedback received during this quarter via the corporate process.

Planning

No Service analysis received for inclusion in this report.

Project Delivery, Property and Facilities

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

Public Health

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

Public Protection

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

You said, we did
You said We did
We received a complaint from a customer who was unhappy with dogs running over their property and defecating outside their gate. The customer assumed that dogs should be on leads on public highways. We ensured that the customer was emailed by the Dog Warden, advising the customer that there are no dog control orders in Bath. We expect owners to have full control of their dogs. Dog fouling is an offence and we gave the customer tips on how to prevent fouling outside the property in the future.

Public toilets

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

Public transport

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

Risk and assurance

No feedback received during this quarter via the corporate process.

Strategy, Marketing and Engagement

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

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