Compliments & Complaints Annual Report 2021 to 2022

The ASC statutory complaints process is a one stage process that encourages local resolution to resolve issues within 48 hours. The complaints process usually begins once the Concern Stage has been exhausted.

The graph above shows 49 ASC statutory complaints were received during the year which is slightly more than the previous year when 44 were dealt with. The pre-complaint stage is called the Concern Stage, during which, if agreed with the complainant, the service area has 48 hours to resolve issues informally. During the year we dealt with 105 concerns compared with 75 for the previous year.

Whilst the statutory timescale allows up to six months to issue a final response to the complaint, the Council has set a local standard of 28 calendar days during which time most complaints are expected to be resolved.

The average response time for 2021/22 was 28 days which was met in spite of additional pressures that the service dealt with including the impact of the pandemic.

The average response times for the concerns received was 2 days.