12:33 Thursday 02 January 2014

Council boost as number of complaints have fallen

Written byROB SMYTH

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COUNCIL chiefs have seen a fall in the number of complaints - and a huge rise in residents praising work in South Derbyshire.

Derbyshire County Council has revealed its annual breakdown of complaints and compliments in the past year, with potholes and the state of road surfaces in general being the major grumble for people in the area.

Complaints were down by six per cent compared to the previous year and compliments were up by a massive 24 per cent.

The authority dealt with 782 complaints in total with adult care, children and young adult services and environmental service coming out as the top most complained about areas.

The main issue that was brought up during investigations into these matters was problems with a lack of response or responses being late or unclear.

The level of customer care and service was also a common complaint.

In a bid to remedy this issue, staff have been retrained in certain departments and reminded of their responsibilities when dealing with the public.

Several complaints directly referred to the level of work with regard to pothole patching and surface dressing.

As a result, council bosses gave said that the quality of workmanship and materials used in highways repairs will continue to be inspected and responded to on an individual basis.

The council received a total of 1,875 compliments with the cultural and community service being the most praised.

The majority of the comments related to customer service and related to staff enthusiasm, helpfulness and professionalism.

Adult care staff in South Derbyshire, at sites such as the Oakland Village complex, in Swadlincote, were thanked for their tactfulness, patience and understanding.

More than 70 people in the area also contacted the authority to thank them for helping and supporting them through a variety of family issues during the previous year.

Major work to improve footpaths and trails across South Derbyshire also hit home with members of the public who praised the council for their work in the area.

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