Comments, compliments and complaints procedure

The current complaints handling procedure was introduced by the Scottish Public Services Ombudsman (SPSO) and all Scottish Councils are now required to handle and report complaints in the same way and to publish the outcomes of complaints, trends and actions taken.

Complaints closed from 1 April 2023 to 31 March 2024

The number of complaints closed decreased by 4% between 2020/3 and 2022/24

You Said, We Did

When you complain, we listen and act. The following examples and learning outcomes relate to complaints received between April 2023 and March 2024:

Community and Enterprise Services

A customer complained their burgundy food and garden waste bin was not being collected as part of the assisted service, even though they received the service for their blue bin on the same day. The council arranged for their burgundy bin to be collected and emptied, and provided the customer with an explanation about why the error occurred - that some assisted collection addresses didn’t transfer to the new ‘in cab’ system so the crew were not aware. This has been rectified and the crew were advised verbally of the addition. The introduction of the new ‘in cab’ system acts as a prompt for waste collection crews to provide the assisted pull-out service at agreed addresses, this will improve our service as it will reduce the number of missed pull-outs.

A customer complained that after having to wait six weeks for a new household waste bin, after theirs went into the back of the lorry, it didn’t arrive. When they called to chase it, they were told it had not been ordered, and it would be another six weeks to place the order. The customer received an apology, that the initial order did not go through, which appears to have been down to human error. A replacement bin was arranged to be delivered the next day, and staff were reminded to make sure they follow through on what they have said on the phone.

A customer complained that when bins are emptied, they are placed in front of gates and in positions that block pathways, as opposed to being returned to where residents first put them out. The complaint was discussed with the area supervisor. As a result, the crew have been reminded bins should be returned to the collection point, and arrangements have been put in place to monitor this.

A customer complained the bins were not being collected. Aware of restricted access to the street due to ongoing housing development works, the customer advised they have observed large HGVs access the road without issue, yet the bins are not being collected. Following receipt of the complaint, the council visited the site and arranged for a smaller vehicle to service the bins on the allocated collection day. This arrangement will remain in place until the construction work beyond the properties is complete.

Education Services

A parent complained the school would not administer over the counter paracetamol to their child unless it was labelled. The school contacted the parent to advise the medication could be administered if the parent completed and submitted the necessary documentation. The school explained fully what would be required - box clearly labelled with the expiry date, dosage, times of administration and when the medication should start and stop.

A parent complained their son had not been provided with the requirements needed to transport her son safely to school because, having been allocated a low-capacity transport vehicle, her son displayed distressed behaviour. The school apologised for the level of service and provided an alternative transport solution. The council have used this complaint to learn from and improve communication with parents/carers.

A parent complained about the way other parents/carers park their cars in the school as it makes the use of the disabled bay unsafe. Other parents/carers are blocking the disabled bay and parking over the lowered kerb making it difficult for their child, who is a wheelchair user, to access the school. Education Resources discussed the complaint with the Headteacher and agreed a letter would be issued to all parents/carers reminding them that drop-off and pick up parking is only permitted in designated bays. They were asked not to stop directly in the middle of the road to drop off, or double park over other vehicles, or block the disabled bay. The school also placed cones to help ease congestion and to prevent parking. The school also agreed to continue to monitor the situation and engage with parents/carers to ensure considerate use of car parking. The council encourage young people to adopt other means of travel to school such as cycling, walking, and scooting if appropriate. This would also contribute to the council's sustainability agenda.

A customer complained that secondary school pupils were banging and kicking the front door of their property causing disturbances after school. The Head Teacher contacted the complainant to discuss the alleged incidents and explain the resources they have, an active Senior Leadership Team and experienced Campus Police Officer, who perform supervising duties at the end of the school day. The Head Teacher explained the school’s commitment to addressing anti-social behaviour such as school-based sanctions and informing parents. Along with the Campus Police Officer, the Head Teacher offered to meet the complainant to discuss how they might provide support and deter this type of behaviour, in line with the council aim to make a difference through continued engagement with the local community.

Finance and Corporate Services

A customer complained they received notification that their council tax account was in arrears. The customer queried this as they believed all payments were up to date and raised a complaint regarding the recovery process. The service investigated the complaint and identified that a credit balance on the account was not moved. Staff were reminded of the importance of ensuring that all credit balances are transferred to ensure customers will not experience this issue again.

A customer complained they were given the wrong repairs timescale which caused inconvenience regarding when the repair could be carried out. The customer was given an apology for the miscommunication. The team were re-issued with the repair timescales and briefed them on the importance of ensuring the correct information is provided to customers at the initial point of contact.

A customer complained about the way their phone enquiry was handled when reporting an issue with a fallen road sign. They felt the Customer Services Assistant was talking over them, was not polite or helpful. The complaint was investigated by undertaking a call audit, which found the call handler did not meet the standards expected of the Customer Service Centre. The call was reviewed with the call handler and an apology was given to the customer.

A customer complained they were advised registrations could only take place in-person if there were ‘extreme circumstances;’ and they were dissatisfied with the lack of available appointments. The service apologised and explained there is no criteria for in-person registration appointments, which are available in Hamilton by contacting the Registration team direct. There is also the option of an appointment remotely by phone. The service arranged an in-person appointment and updated the website to make it clearer to customers to contact the Registrar’s office direct to book an appointment.

Housing and Property Services

A customer complained about the workmanship and timescales of an external repair. The service apologised to customer and advised that regular meetings with contractors will be arranged. The council has now put in place a process where regular meetings take place with external contractors during the periods of the works to ensure all repairs are carried out as instructed.

A customer complained about the length of time they waited for a refund on a lockup and the lack of communication from their local office. The customer was contacted, and the refund was processed. The customer was also given an apology for the level of communication they were provided as the service they received did not meet the standards expected by South Lanarkshire Council. Staff were also reminded of the importance of good communication with customers.

A customer complained about the delay in receiving a response to their communication. The customer was given an apology as the service they received did not meet the standards expected, and measures have been put in place to ensure that correspondence is dealt with in line with corporate standards.

A customer complained that a personal housing statement was not included with their appeal regarding medical priority, and the housing application form had the wrong details recorded by the Housing Office. The service contacted the customer to explain medical points were awarded to the housing application and an amendment was made in error on the housing application form. The service apologised and reassured the customer training would be undertaken. The service advised that continuous staff refresher training is important within the Resource to mitigate future error. 

Social Work Services

A customer complained about the level of communication with the allocated worker and the reduction of support due to a service stopping. The customer was given an apology regarding the level of communication received. During the conversation, an explanation was also given in relation to the delay, specifically due to sourcing the support required, and they were advised that a potential provider has been identified and this will be processed accordingly. The family were satisfied with actions taken and the response provided. The family will be kept updated with the outcome. Colleagues were also reminded of the importance of good communication with service users and their families.

A family complained about the miscommunication regarding the cancellation of a care package. The service contacted the family to apologise and advise that a care package had been reinstated. The service acknowledged learning from this complaint, and updated best practice to ensure contact is made with a family to notify them of a cancellation in advance.

A customer complained about the time taken to receive the adaptations they requested. The customer also complained about the level of communication from the service. The family were contacted, and an apology was given for the delay. The family were also advised of the appropriate timescales provided for adaptations, and the service will keep the family updated with any delays or outcomes.

A customer complained about the process for dealing with the review of the self-direct support budget and carers allowance. o ensure appropriate timescales are met and to avoid any distress to service users and their families, processes are being reviewed to support staff development when carrying out assessment reviews. In this case an apology was given along with a full explanation about the budget. The service is also working with the family to ensure their needs are met within the support plan.

page last updated: 20 August 2024