Comments, compliments and complaints procedure

Complaints performance

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 2024 to 31 March 2025

Resource	2021/22	2022/23	2023/24	2024/25
Community and Enterprise	322	289	318	440
Education	247	288	269	253
Finance and Corporate	137	90	115	129
Housing and Technical	208	162	171	192
Social Work	196	218	223	272
Totals	1110	1047	1096	1286

The number of complaints closed increased by 17% between 2023/24 and 2022/25

You Said, We Did

When you complain, we listen and act. The following examples and learning outcomes relate to complaints received between April 2024 and March 2025:

Community and Enterprise Services

Complaint: A customer complained that they have been receiving the assisted bin collection service for several months and are constantly having to report a missed collection. Customer wanted the issue rectified.

Action: The service contacted the local manager and discussed the matter with them and their crew. The customer’s address has now been highlighted to the crew, and they will also be reminded on the day of collection by the council’s in-cab software. The service also arranged to have the bin emptied, rather than wait for the next collection.

Complaint: Customer unhappy due to the food waste bins not getting emptied at the block of flats for weeks. The bin had been tagged due to a previous resident incorrectly using the bins. Customer advised that the bins are now rancid and are crawling with flies and insects to the point where they can no longer have windows opened due to an infestation of flies. Customer understands that if a bin is tagged, the bin should be corrected accordingly by the resident, however, this is a communal bin and customer and the other residents in the block agree that we would not touch someone else’s waste. Customer concerned that this is now becoming a health and safety issue and needs immediate action.

Action: Customer was contacted, and letters were sent to all the residents in the block of flats with lists of Do’s and Don’ts when it comes to what goes into the relevant recycling waste bin. The bins were emptied so that the residents could have a fresh start.

Complaint: Customer said that they had left an item out to be collected via the bulk uplift service but that it had not been collected as scheduled, customer contacted the service, but they couldn’t give a definitive date for when the item would be uplifted. Customer concerned that this would be a nuisance to neighbours or could be classed as fly-tipping.

Action: Apologised to the customer for the delay in collecting the item and advised that it had been due to a vehicle breakdown and staff absence. Arranged uplift of the item without further delay.

Complaint: Customer complained about the changes to the collection of garden waste.

Action: Advised that the garden waste permit is being introduced as a budget saving to offset the cost of delivering the waste collection service. This was approved by the Community and Enterprise Resource Committee on 18 June 2024 and a link to the report was provided. It was also noted that South Lanarkshire is now one of 24 local authorities to have a garden waste permit scheme in place, out of the 32 Scottish councils. Residents have the choice whether to opt-in and pay for the service or choose an alternative method of disposing of their garden waste. Information is available on the council website on composting at home and also on the six-household waste and recycling centres where it can be disposed of free of charge.

Education Services

Complaint: A customer would like it recorded that their daughter has been assaulted several times while attending a South Lanarkshire Council school. Despite reassurances, the customer feels Education Resources have not been able to keep their daughter safe whilst in school. Customer said that the individual concerned has additional support needs, and because of this, their actions and behaviour is tolerated by the school.

Action: An education officer and managers from the school had several meetings with the customer to look at ways to make things better for the customers child. Education confirmed that any incidents of bullying have been recorded on the information management system, in the child’s pastoral notes, and in the Bullying and Equalities module. Education confirmed that incidents were dealt with appropriately and in line with the guidelines, specifically “Promoting Positive Relationships and Understanding Distressed Behaviour". The school managers have worked to adjust the environment and timetable to limit as much as possible the chances of pupil interactions. It was explained that the teams working with the pupils talk frequently about the procedures and arrangements to keep them apart whilst ensuring they have access to the spaces they need for learning. It was explained that the main priority in the school is to improve relationships and reduce instances of bullying. This will be a whole school focus for session 2024-25. Part of that work is to revise the antibullying policy within the school. A copy of the draft anti-bullying policy was shared with customer.

Complaint: Customer unhappy with lack of pastoral care shown by school. Extremely unhappy with the new class groupings, child has been placed into a composite class without any of the friendship groups. Feels that school provided no rationale behind the decision. Customer explained that the child had extreme difficulty settling into school and, with the support of the school, had made vast improvements and started to make friends. This decision has now impacted child’s health and wellbeing.

Action: Education Resources explained the schools’ rationale for placing customers child in the composite class which was an appropriate class for child’s levels of attainment in literacy and numeracy. Other factors include, the school felt that this class would benefit customers child as it is a smaller class affording more opportunities for support from the class teacher. The school recognised that the customers child was inadvertently placed in a class separate from all the other pupils from their previous class. The school apologise unreservedly for this oversight and for the distress this caused the family.

Complaint: Customer unhappy that they were not going to be given the opportunity to purchase a pack of their child’s personalised Christmas cards made in school. Customer explained that they look forward to receiving their children’s art and enjoy celebrating their talents, therefore, felt unhappy with the lack of consultation with parents/carers over the removal of Christmas cards.

Action: Response issued explaining that we recognised the customers feelings of disappointment and explained the decision to not include the sale of Christmas cards was made with the intention of reducing the financial pressure on families. A Cost of the School Day Calendar had been created which aims to ensure that costs are spread evenly throughout the year. Christmas cards were not included given the pressure it could place on families, particularly during the festive season when many costs can already feel overwhelming. Apologised for any upset this caused.

Complaint: Customer complained about a playground in a South Lanarkshire Council school. The customer explained the playground is surrounded by trees which leads to a large number of leaves and debris falling on the playground. When this is added to the poor drainage in the school, slippery muck quickly develops. The middle of the playground has sunk, and a large, deep puddle accumulates which takes over a large proportion of the available space and never fully drains. It is often frozen over. The state of the playground means pupils are often kept in during breaks and when they do get out, they are unable to fully use it. Slips and falls are common due to the muck and black ice.

Action: Education Resources responded to the customer confirming that parental concerns regarding pupils’ safety were understood. Advised that work had been scheduled on the trees to remove the overhang into the playground. While this will not completely eradicate the leaf problem, it would hopefully substantially reduce it. Also arranged a mechanical sweeping during the leaf fall season and advised that the Janitor would be provided with a leaf blower, which would assist with clearance. An issue was identified with the grass strip along the fence line, adjacent to the trees. This area receives most of the leaf fall, and the children play there, which churns up the ground and spreads muck into the playground and inside the school. Advised that this area will be replaced with hard surfacing. Scheduled work arranged.

Finance and Corporate Services

Complaint: Customer raised a complaint regarding no response to their previous email enquiry.

Action: The service investigated receipt of email and why no response was issued, apologised to customer for the delay in responding, implemented actions to check and ensure the enquiry mailbox is monitored and customers kept informed.

Complaint: Customer complained about the route test which is required to be passed by all applicants for a taxi or private hire car driver's licence. The customer claimed systematic racism.

Action: The customer was contacted and advised that set route test questions are used over a period of time for all taxi and private hire car driver applicants. In respect of allegations of systematic racism, the customer was advised that for a large proportion of applicants English is not their first language.

Complaint: Customer contacted council regarding bin collection service and a missing bin. During telephone call customer advised the Customer Servies Assistant (CSA) they were not happy with their tone and to lower it. Customer advises call was terminated by CSA.

Action: Call recording was retrieved and played back by Team Leader. Escalation of calls to termination was discussed by the Team Leader and the Customer Services Assistant and advice given on when it is/is not appropriate. Team Leader spoke with customer and apologised and confirmed further training would be provided on escalation to termination.

Complaint: Customer was unhappy at the length of time they had to wait for a death registration appointment.

Action: Customer was contacted and advised that during busy periods there can be a delay in getting appointments however where we can we bring booked appointments forward with consent from the customer.

Complaint: Customer unhappy at length of time taken to respond to a query in relation to booking a marriage ceremony.

Action: The customer was contacted within 2 workings days, which was within the first week of returning from the festive holidays, and the marriage ceremony was booked in full.

Housing and Property Services

Complaint: Customer complained about the handling of complaints in relation to the conduct of their neighbour and feels Housing and Technical Resources do not care about the security or mental and physical wellbeing of citizens.

Action: Firstly, the service apologised if any contact from Council staff or external contractors had upset or left them feeling distressed. The service is keen for improvement works to take place to improve the condition, look and energy efficiency of the customer’s home. Whilst the service appreciates that the works can be disruptive, it aims to ensure that any disruption is minimised, and that council staff are polite and courteous during any interactions.

Complaint: Customer unhappy as arranged for a gas commission, however due to an error in the booking this did not take place.

Action: Complaint investigated and can confirm that the error was caused by a member of staff not correctly booking gas commission appointment. Firstly, an apology was given to the customer for this error, and a new appointment was provided.

Complaint: Customer unhappy staff member provided wrong information and did not make them fully aware of situation.

Action: Apologised to customer and staff reminded of customer care standards and to follow correct procedure.

Complaint: Customer unhappy with how Anti-Social Behaviour complaint had been progressed and delay in contact from the Housing Office.

Action: Met with the customer and apologised for the delay in responding to correspondence regarding ongoing noise complaint from neighbour. During the meeting, advised the customer that given the concerns raised, the matter has been discussed at the Community Safety Partnership HUB Meeting, which is attended by Police Scotland and other community safety partners. Staff have been reminded of duty to return calls and issue letters timeously.

Social Work Services

Complaint: Complainant was unhappy with the delay in getting an assessment of need for her mother to ensure the relevant package of care was in place and the communication with the Resource.

Action: An apology was given to the family and colleagues arranged for a home visit and an assessment was completed. The required package of care is now in place for the service user.

Complaint: Customer complained about the level of communication with the allocated worker and the reduction of support.

Action: An apology was given to the family with a full explanation about the budget.

Complaint: Customer complained about the process for dealing with the review of the self-directed support budget and the level of communication.

Action: An apology was given to the family regarding the communication, along with a full explanation on the self-directed support budget.

Complaint: Customer complained about the level of communication and the support plan support process.

Action: The customer was given an apology for the level of communication as the service they received did not meet the standards expected by South Lanarkshire Council. A reassessment was carried out to complete the support plan.

Annual complaints monitoring reports

Page last updated: 16 September 2025