Manchester City Council

Complaints Performance 2013

Complaints Performance 2013
Numbers of praise and complaints with numbers upheld

Oct - Dec 2013
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Benefits 0 51 45 6 12 1 0
Business Rates 0 16 12 4 2 3 0
Business Units 6 11 11 0 2 0 0
C.Tax 0 86 78 8 25 6 1
Capt. Prog 0 5 5 0 2 0 0
CCS 3 13 12 1 6 1 0
Childrens Services 40 43 43 0 7 0 0
Childrens Social Care 0 69 68 1 18 0 0
City Policy 0 1 1 0 0 0 0
Communications 2 0 0 0 0 0 0
Contact Ctr 3 21 20 1 6    
Customer Service Desk 0 1 1 0 0 0 0
Democratic 0 6 6 0 6 0 0
Events 0 6 6 0 0 0 0
Families, Health & Wellbeing 18 9 9 0 5 0 0
Families, Health & Wellbeing (Social Care) 0 41 41 0 25 0 0
Galleries 38 6 6 0 3 0 0
Housing 1 4 4 0 3    
Legal Services 8 3 3 0 4 1 1
NDT 6 163 152 11 51 8 1
Planning, Building Control, Licensing 3 18 16 2 6 2 0
Policy, Partnerships & Research 0 1 1 0 0    
Property 0 2 1 1 0 2 0
Research and Intelligence 0 2 2 0 0 0 0
Statutory Services 14 5 5 0 5 0 0
Total 142 583 548 35 188 24 3

 

Jul - Sept 2013
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Adults 33 25 24 1 5 2 1
Adults - Social Care 0 37 37 0 4 0 0
Benefits 3 44 42 2 11 5 0
Business Rates 0 18 18 0 5 1 0
Business Units 9 20 19 1 7 2 1
C.Tax 0 97 89 8 20 5 1
Community and Cultural Services 0 23 17 6 5 2 0
Childrens Services 21 38 38 0 8 0 0
Childrens Social Care 0 65 62 3 18 0 0
Contact Ctr 4 19 17 2 7 1 0
Customer Service Desk 6 4 4 0 1 0 0
Events 0 5 5 0 0 0 0
Galleries 29 1 1 0 0 0 0
Housing 1 5 5 0 2 0 0
Legal Services 14 5 3 2 2 2 0
Licensing 0 4 4 0 3 1 0
Neighbourhood Services 11 106 99 7 48 3 0
Planning and Building Control 3 13 10 3 1 3 0
Property 0 2 1 1 0 1 0
Regen and Economic 0 1 1 0 0 0 0
Statutory Services 9 8 8 0 1 0 0
Total 143 540 504 36 148 28 3

 

Apr - Jun 2013
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Adults 49 26 26 0 5 0 0
Adults - Social Care 0 64 64 0 14 0 0
Benefits 1 44 39 5 16 2 0
Business Rates 0 14 12 2 3 0 0
Business Units 2 23 19 4 5 2 0
Capital Programmes 0 2 2 0 1 0 0
Children's Services 25 15 15 0 5 0 0
Children's Social Care 0 46 46 0 15 0 0
Community and Cultural Services 3 17 16 1 3 2 0
Contact Centre 1 15 13 2 8 0 0
Council Tax 1 127 114 13 20 6 0
Customer Service Desk 8 6 5 1 2 1 1
Events 2 18 18 0 5 0 0
Financial Management 0 1 1 0 0 0 0
Galleries 28 5 5 0 2 0 0
Housing 0 5 5 0 0 0 0
Legal Services 4 7 6 1 1 1 0
Neighbourhood Delivery 12 115 112 3 58 2 0
Planning & Building Control 0 14 8 6 3 5 0
Procurement 0 0 0 0 0 0 0
Property 0 6 3 3 0 1 0
Statutory Services 7 8 6 2 5 0 0
TOTAL 143 578 535 43 171 22 1

 

Jan - Mar 2013
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Adult Education 0 2 2 0 2    
Adults 40 27 27 0 7    
Adults - Social Care 0 47 47 0 19    
Benefits 0 45 42 3 14 1 0
Business Rates 0 12 11 1 2 1 0
Business Unit 8 21 21 0 4    
C.Tax 0 92 83 9 16 4 1
Capt. Prog 1 2 2 0 0    
CCS 1 12 11 1 3    
Childrens Services 44 15 15 0 2    
Childrens Social Care 0 61 59 2 26    
City Policy 0 5 4 1 4    
Communications 0 1 1 0 1    
Contact Ctr 3 19 19 0 9    
Customer Service Desk 2 7 6 1 6    
Events 1 6 6 0 0    
Galleries 22 4 4 0 0    
Housing 0 3 3 0 1 1 0
Legal Services 0 5 5 0 4    
Neighbourhoods 12 123 117 6 41 10 1
Planning and Building Control 0 17 12 5 2 2 1
Procurement 0 0 0 0 0    
Property 0 0 0 0 0    
Regen & Economic 0 2 2 0 1    
Statutory Services 7 5 5 0 2    
Total 141 533 504 29 166 19 3

Complaints performance statistic tables