Manchester City Council

Complaints performance 2014

Complaints Performance 2014
Numbers of praise and complaints with numbers upheld

Oct - Dec 2014
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Benefits 3 42 42 0 10 1 0
Business Rates 0 17 14 3 1 0 0
Business Units 8 55 46 9 13 6 0
Capital Programmes 0 6 6 0 0 0 0
Children's non social 0 11 11 0 2 0 0
Children's Social Care 17 49 49 0 26 0 0
Communications 0 1 1 0 1 0 0
Contact Centre 5 41 38 3 22 0 0
Council Tax 0 122 115 7 32 8 0
Customer Service Desk 3 4 3 1 2 0 0
Electoral Services Unit 0 2 2 0 0 0 0
Events 0 5 3 2 1 0 0
Families, Health & Wellbeing 0 8 5 3 2 0 0
Families, Health & Wellbeing (Social Care) 0 38 36 2 20 0 0
Legal Services 6 3 2 1 0 1 0
Neighbourhood Delivery Teams 12 100 89 11 38 8 0
Planning 1 14 10 4 1 4 1
Policy, partnerships and research 0 1 1 0 1 1 0 
Property 0 1 1 0 1 0 0
Statutory Services 0 4 2 2 0 0 0
TOTAL 91 549 498 51 178 26 1

 

Jul - Sept 2014
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Benefits 0 47 41 6 20 2 0
Business Rates 0 18 18 0 3 0 0
Business Units 10 32 26 6 9 2 0
Capital Programmes 1 14 14 0 5 0 0
Children's Services 22 7 6 1 2 0 0
Children's Social Care 0 50 48 2 9 0 0
Communications 0 6 5 1 6 0 0
Community and Cultural Services 31 24 22 2 7 1 1
Contact Centre 1 23 23 0 12 0 0
Council Tax 0 122 115 7 32 8 0
Customer Service Desk 0 6 5 1 4 0 0
Democratic Services 0 2 2 0 0 0 0
Events 0 7 7 0 0 0 0
Families, Health & Wellbeing 0 9 9 1 4 1 0
Families, Health & Wellbeing (Social Care) 0 39 36 3 17 0 0
Housing 0 1 1 0 0 1 0
Legal Services 0 4 3 1 3 1 0
Neighbourhood Delivery 11 185 170 15 75 3 1
Planning & Building Control 1 29 23 6 0 2 0
Policy, partnerships and research 0 2 1 1 1 1 0 
Property 0 1 1 0 1 0 0
Regeneration and economic development 0 3 3 0 0 0 0 
Statutory Services 14 1 1 0 1 0 0
TOTAL 91 632 579 53 211 22 2

 

Apr - Jun 2014
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Benefits 0 45 41 4 12 3 0
Business Rates 0 11 11 0 2 1 0
Business Units 9 34 30 4 6 1 0
Capital Programmes 0 2 2 0 0 1 0
Children's Services 25 19 19 0 6 0 0
Children's Social Care 0 53 52 1 14 0 0
Community and Cultural Services 4 24 23 1 10 1 0
Contact Centre 4 29 25 4 18 0 0
Council Tax 0 104 95 9 32 7 1
Customer Service Desk 2 7 7 0 6 0 0
Democratic Services 0 1 1 0 0 0 0
Electoral Services 0 3 3 0 2 0 0
Events 0 9 7 2 0 0 0
Families, Health & Wellbeing 27 12 12 0 4 1 0
Families, Health & Wellbeing (Social Care) 0 35 35 0 16 0 0
Galleries 15 5 5 0 6 0 0
Housing 0 4 4 0 0 1 0
Legal Services 5 2 2 0 0 0 0
Neighbourhood Delivery 16 147 135 12 98 6 3
Planning & Building Control 0 14 12 2 0 2 1
Property 0 1 1 0 0 0 0
Statutory Services 15 5 5 0 4 0 0
TOTAL 122 566 527 39 236 24 5

 

Jan - Mar 2014
Service Praise Total Complaints Stage 1 Stage 2 Upheld Stage 3 Stg3 Upheld
Benefits 0 36 32 4 11 2 0
Business Rates 0 8 5 3 2 0 0
Business Units 18 23 21 2 6 2 0
Capital Programmes 0 5 4 1 1 0 0
Children's Services 3 13 13 0 5 0 0
Children's Social Care 24 39 38 1 17 0 0
Communications 0 1 1 0 0 0 0
Community and Cultural Services 4 17 17 0 6 2 0
Contact Centre 7 30 29 1 17 0 0
Council Tax 0 67 61 6 12 6 0
Customer Service Desk 8 6 5 1 2 1 1
Events 0 3 3 0 1 0 0
Families, Health & Wellbeing 39 13 13 0 2 0 0
Families, Health & Wellbeing (Social Care 0 23 23 0 14 0 0
Galleries 34 12 12 0 3 0 0
Housing 1 0 0 0 0 0 0
Legal Services 0 1 1 0 0 0 0
Neighbourhood Delivery 11 96 88 8 41 2 0
Planning & Building Control 0 14 8 6 1 5 0
Policy, Partnerships & Research 0 2 1 1 0 0 0
Procurement 0 0 0 0 0 0 0
Property 0 1 1 0 0 1 0
Statutory Services 17 0 0 0 0 0 0
TOTAL 158 404 371 33 139 21 0

Complaints performance statistic tables