Complaints Performance 2011
Complaints Performance 2011
Numbers of praise and complaints with numbers upheld
Oct - Dec 2011
| Service/Department | Praise | Total Complaints | Stage 1 | Stage 2 | Number Upheld or partially upheld | Stage 3 | Stg3 Upheld |
| Adult Education | 0 | 1 | 1 | 0 | 0 | ||
| Adults | 70 | 38 | 38 | 0 | 10 | ||
| Adults - Social Care | 0 | 58 | 58 | 0 | 23 | ||
| Benefits | 0 | 44 | 40 | 4 | 13 | ||
| Business Rates | 0 | 5 | 4 | 1 | 1 | 2 | 2 |
| Council Tax | 0 | 108 | 96 | 12 | 27 | 1 | 1 |
| Childrens Services | 24 | 16 | 15 | 1 | 9 | 4 | 3 |
| Childrens Social Care | 0 | 56 | 52 | 4 | 27 | ||
| Contact Ctr | 0 | 9 | 9 | 0 | 5 | ||
| Crime and Disorder / ASBAT | 4 | 2 | 1 | 1 | 0 | 1 | 1 |
| Customer Service Desk | 0 | 5 | 5 | 0 | 0 | ||
| Democratic | 0 | 0 | 0 | 0 | 0 | ||
| Galleries | 28 | 7 | 7 | 0 | 5 | ||
| Highways Services | 0 | 100 | 100 | 0 | 0 | ||
| Housing | 0 | 12 | 12 | 0 | 5 | ||
| Legal Services | 4 | 0 | 0 | 0 | 0 | ||
| Leisure | 4 | 7 | 7 | 0 | 6 | ||
| Libraries | 7 | 17 | 17 | 0 | 5 | 1 | 0 |
| Marketing/Events | 2 | 3 | 3 | 0 | 1 | ||
| Northwards | 0 | 39 | 39 | 0 | 0 | ||
| Parking | 2 | 26 | 26 | 0 | 6 | 0 | 0 |
| Planning and Building Control | 10 | 25 | 20 | 5 | 3 | ||
| Procurement | 0 | 0 | 0 | 0 | 0 | 5 | 3 |
| Property | 0 | 0 | 0 | 0 | 0 | ||
| PSH | 0 | 5 | 5 | 0 | 5 | ||
| Regen & Economic | 0 | 0 | 0 | 0 | 0 | ||
| Statutory Services | 7 | 4 | 3 | 1 | 3 | ||
| Trading | 21 | 17 | 17 | 0 | 10 | ||
| Waste & Recycling | 0 | 196 | 193 | 3 | 0 | ||
| Total | 183 | 800 | 768 | 32 | 164 | 14 | 10 |
| Service/Department | Praise | Complaints Total | Stage 1 | Stage 2 | Number Upheld or partially upheld | Stage 3 | Number Upheld |
| Adult Education | 0 | 2 | 2 | 0 | 2 | 0 | 0 |
| Adults | 0 | 24 | 24 | 0 | 8 | 0 | 0 |
| Benefits | 0 |
76 |
70 | 6 | 16 | 3 | 0 |
| Business Rates | 0 | 8 | 5 | 3 | 0 | 1 | 0 |
| Council Tax | 0 | 99 | 90 | 9 | 25 | 5 | 1 |
| Children's Services | 3 | 16 | 15 | 1 | 7 | 0 | 0 |
| Contact Centre | 0 | 24 | 24 | 0 | 15 | 0 | 0 |
| Crime and Disorder/ASBAT | 2 | 5 | 1 | 4 | 0 | 1 | 0 |
| Customer Service Desk | 6 | 5 | 5 | 0 | 3 | 0 | 0 |
| Democratic | 0 | 2 | 2 | 0 | 0 | 1 | 0 |
| Galleries | 25 | 6 | 6 | 0 | 2 | 0 | 0 |
| Highway Services | 1 | 65 | 65 | 0 | 6 | 1 | 0 |
| Housing | 2 | 20 | 20 | 0 | 7 | 0 | 0 |
| Legal Services | 5 | 1 | 1 | 0 | 0 | 0 | 0 |
| Leisure | 6 | 18 | 17 | 1 | 12 | 0 | 0 |
| Libraries | 7 | 22 | 22 | 0 | 3 | 0 | 0 |
| Marketing/Events | 2 | 7 | 7 | 0 | 0 | 0 | 0 |
| Planning and Building Control | 3 | 28 | 25 | 3 | 0 | 2 | 0 |
| Property | 0 | 1 | 1 | 0 | 1 | 0 | 0 |
| Private Sector Housing | 0 | 30 | 30 | 0 | 5 | 0 | 0 |
| Regeneration and Economic and Urban Policy | 0 | 1 | 1 | 0 | 0 | 0 | 0 |
| Statutory Services (Registration and Coroner) | 8 | 3 | 3 | 0 | 2 | 0 | 0 |
| Street Management & Enforcement | 3 | 437 | 430 | 7 | 47 | 3 | 0 |
| Trading Services | 10 | 24 | 24 | 0 | 10 | 0 | 0 |
| 83 | 926 | 891 | 35 | 171 | 17 | 1 |
| Service/Department | Praise | Complaints Total | Stage 1 | Stage 2 | Number Upheld or partially upheld | Stage 3 | Number Upheld |
| Adult Education | 0 | 3 | 3 | 0 | 3 | 0 | 0 |
| Adults | 23 | 9 | 9 | 0 | 2 | 0 | 0 |
| Adults - Social Care | 0 | 67 | 67 | 0 | 7 | 0 | 0 |
| Benefits | 2 | 50 | 45 | 5 | 12 | 2 | 0 |
| Business Rates | 0 | 8 | 5 | 3 | 0 | 0 | 0 |
| Council Tax | 2 | 136 | 124 | 12 | 29 | 2 | 0 |
| Children's Services | 11 | 13 | 13 | 0 | 2 | 0 | 0 |
| Children's Social Care | 0 | 40 | 38 | 2 | 4 | 1 | 0 |
| Contact Centre | 2 | 5 | 5 | 0 | 2 | 0 | 0 |
| Crime and Disorder/ASBAT | 4 | 1 | 1 | 0 | 0 | 0 | 0 |
| Culture | 43 | 3 | 3 | 0 | 0 | 0 | 0 |
| Customer Service Desk | 0 | 3 | 3 | 0 | 1 | 0 | 0 |
| GSSU/School Appeals | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Highway Services | 2 | 86 | 86 | 0 | 7 | 0 | 0 |
| Housing | 1 | 9 | 8 | 1 | 2 | 0 | 0 |
| Legal Services | 3 | 2 | 2 | 0 | 1 | 0 | 0 |
| Leisure | 8 | 12 | 11 | 1 | 4 | 0 | 0 |
| Libraries | 6 | 17 | 16 | 1 | 1 | 0 | 0 |
| Marketing/Events | 1 | 14 | 14 | 0 | 0 | 0 | 0 |
| Personel | 0 | 2 | 2 | 0 | 1 | 0 | 0 |
| Planning and Building Control | 0 | 29 | 23 | 6 | 1 | 5 | 1 |
| Property | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Private Sector Housing | 2 | 12 | 10 | 2 | 1 | 2 | 0 |
| Regeneration and Economic and Urban Policy | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Shared Services | 0 | 1 | 1 | 0 | 1 | 0 | 0 |
| Statutory Services (Registration and Coroner) | 9 | 6 | 6 | 0 | 3 | 0 | 0 |
| Street Management & Enforcement | 6 | 234 | 233 | 1 | 18 | 6 | 1 |
| Trading Services | 20 | 14 | 14 | 0 | 5 | 0 | 0 |
| 145 | 783 | 751 | 32 | 111 | 18 | 2 |
| 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 | 0 | 0 |
| Adults | 25 | 117 | 117 | 0 | 50 | 0 | 0 |
| Benefits | 1 | 47 | 45 | 2 | 12 | 2 | 1 |
| Business Rates | 0 | 8 | 5 | 3 | 0 | 0 | 0 |
| Council Tax | 0 | 145 | 133 | 12 | 40 | 3 | 1 |
| Children's Services | 0 | 102 | 96 | 6 | 11 | 0 | 0 |
| Crime and Disorder/ASBAT | 4 | 0 | 0 | 0 | 0 | 0 | 0 |
| Culture | 45 | 3 | 3 | 0 | 1 | 0 | 0 |
| Democratic | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Environment and Operations | 4 | 44 | 44 | 0 | 7 | 3 | 2 |
| Highway Services | 7 | 61 | 58 | 3 | 6 | 1 | 0 |
| Housing | 1 | 12 | 11 | 1 | 3 | 0 | 0 |
| Legal Services | 3 | 2 | 2 | 0 | 0 | 0 | 0 |
| Manchester Leisure | 2 | 9 | 8 | 1 | 3 | 0 | 0 |
| Libraries | 1 | 19 | 19 | 0 | 4 | 0 | 0 |
| Marketing/Events | 1 | 2 | 2 | 0 | 0 | 0 | 0 |
| Planning and Building Control | 3 | 27 | 22 | 5 | 23 | 2 | 0 |
| Property | 0 | 1 | 1 | 0 | 0 | 0 | 0 |
| Private Sector Housing | 0 | 8 | 7 | 1 | 1 | 0 | 0 |
| Regeneration and Economic and Urban Policy | 0 | 5 | 4 | 1 | 1 | 0 | 0 |
| Shared Services | 0 | 2 | 1 | 1 | 0 | 0 | 0 |
| Statutory Services (Registration and Coroner) | 14 | 5 | 5 | 0 | 2 | 1 | 0 |
| Trading Services | 25 | 13 | 13 | 0 | 2 | 1 | 0 |
| 136 | 633 | 597 | 36 | 167 | 12 | 4 |
Complaints performance statistic tables