Manchester City Council

Complaints Performance 2010

Complaints Performance 2010
Numbers of praise and complaints with numbers upheld

October - December 2010
Service/Department Praise Complaints Total Stage 1 Stage 2 Number Upheld or partially upheld Stage 3 Number Upheld
Adult Education 0 0 0 0 0 0 0
Adults 33 79 79 0 45 0 0
Benefits 2 45 37 8 14 1 1
Business Rates 0 6 5 1 2 0 0
Council Tax 2 86 81 5 21 2 1
Childrens Services 14 61 61 0 20 0 0
Crime and Disorder/ASBAT 7 1 1 0 0 0 0
Culture 45 2 2 0 0 0 0
Customer Service Desk 0 3 3 0 1 0 0
Environment and Operations 5 42 40 2 9 2 0
Highway Services 3 42 41 1 4 1 0
Housing 10 6 6 0 0 1 0
Legal Services 1 2 2 0 0 1 0
Manchester Leisure 4 5 5 0 2 0 0
Libraries 1 12 12 0 0 0 0
Northwards Housing 36 88 88 0 0 0 0
Planning and Building Control 8 25 23 2 2 1 0
Property 5 1 0 1 0 1 1
Private Sector Housing 0 9 7 2 4 0 0
Regeneration and Economic and Urban Policy 2 8 8 0 2 0 0
Shared Services 0 2 2 0 1 0 0
Statutory Services (Registration and Coroner) 11 5 5 0 0 0 0
Trading Services 43 12 11 1 5 1 0
  232 542 519 23 132 11 3

 

July - September 2010
Service/Department Praise Complaints Total Stage 1 Stage 2 Number Upheld or partially upheld Stage 3 Number Upheld
Adult Education 0 2 2 0 1 0 0
Adult Social Care 13 93 93 0 81 2 0
Benefits 1 50 47 3 22 3 0
Business Rates 0 10 9 1 2 0 0
Childrens Services 10 83 76 7 31 0 0
Corporate Property 2 3 2 1 2 0 0
Council Tax 2 116 97 19 49 5 0
Crime and Disorder 0 2 2 0 0 0 0
Culture and Galleries 44 4 4 0 3 0 0
Customer Service Desk 6 1 1 0 1 1 0
Environment and Operations 7 88 85 3 29 1 1
Highway Services 16 36 36 0 10 1 0
Housing Services 0 16 12 4 6 1 0
Legal Services 4 4 3 1 1 1 0
Manchester Leisure 6 10 10 0 7 0 0
Northwards Housing 0 75 73 2 0 0 0
Planning and Building Control 4 34 28 6 9 5 0
Private Sector Housing 0 21 11 10 9 0 0
Regeneration and Economic and Urban Policy 1 11 11 0 3 1 0
Statutory Services (Registration and Coroner) 8 5 5 0 3 0 0
Trading Services 53 11 11 0 5 0 0
  177 675 618 57 274 21 1

 

April - June 2010
Service/Department Praise Complaints Total Stage 1 Stage 2 Number Upheld or partially upheld Stage 3 Number Upheld
Adult Education 0 0 0 0 0    
Adult Social Care 29 82 82 0 75    
Benefits 0 49 45 4 23 4 0
Childrens Services 12 89 78 11 37 1 0
Corporate Property 0 3 3 0 2    
Council Tax 2 99 86 13 40 6 0
Crime and Disorder 2 3 3 0 0    
Culture and Galleries 36 9 9 0 6    
Democratic Services 0 1 1 0 1    
Highways 6 66 64 2 13    
Housing Services 2 11 10 1 0 1 0
Legal Services 4 4 4 0 2    
Libraries /Libraries Theatre Company 8 11 11 0 7    
Manchester Leisure 5 9 9 0 5    
Northwards 0 107 107 0 0    
Planning and Building Control 5 33 30 3 4    
Private Sector Housing 0 3 3 0 1    
Regeneration and Economic and Urban Policy 1 10 9 1 2    
Statutory Services (Registration and Coroner) 15 2 2 0 2    
Street Management and Enforcement 6 63 60 3 44 1 0
Trading Services 41 6 6 0 4    
  174 660 622 38 268 13 0

 

January - March 2010
Service/Department Praise Complaints Total Stage 1 Stage 2 Number Upheld or partially upheld Stage 3 Number Upheld
Adult Education 0 1 1 0 1    
Adult Social Care 20 61 61 0 55    
Benefits 2 56 49 7 19 1 0
Childrens Services 46 80 71 9 25    
Corporate Property 4 2 2 0 0    
Council Tax 0 99 94 5 36    
Crime and Disorder 0 2 2 0 1    
Culture and Galleries 40 59 59 0 55    
Democratic Services 0 1 1 0      
Environmental Services 8 82 79 3 66 2 1
Housing Services 1 8 7 1 1    
Legal Services 4 0 0 0 0    
Libraries /Libraries Theatre Company 7 33 33 0 12    
Manchester Leisure 2 8 8 0 6    
Northwards 0 88 88 0      
Planning and Building Control 0 16 16 0 2 1 0
Private Sector Housing 0 8 8 0 8    
Regeneration and Economic and Urban Policy 2 2 2 0 0    
Statutory Services (Registration and Coroner) 6 10 10 0 8    
Trading Services 59 15 15 0 10    
Transport and Engineering Services 9 117 115 2 19    
  210 748 721 27 324 4 0

Complaints performance statistic tables