Compliments & Complaints Annual Report 2022 to 2023
8. Benchmarking
8.1.
In order to understand the true context of the numbers of complaints received feedback and benchmarking data has been provided by two other unitary councils.
8.2.
The table below shows the number of stage 1 and 2 corporate complaints have been received by each council. It should be noted that Wiltshire have not yet prepared their annual report and so the figures shown below are for 2021/22 and so are not a direct comparison.
| Authority (population) | Year | Stage 1 | Stage 2 | Points to be noted |
|---|---|---|---|---|
| Cornwall (565,968) | 2022/23 | 1039 | 152 | Excludes highways |
| Wiltshire (498,064) | 2021/22 | 370 + 1328 contacts resolved informally | 75 | Stage 1 has an informal, pre complaints stage which allows services to resolve matters informally |
| Buckinghamshire (553,078) | 2022/23 | 3099 | 293 | |
| Shropshire (323,606) | 2021/22 | 1453 | 99 |
8.3.
It is important to note that the triage and categorisation of complaints varies between the councils and the differences could be due, at least in part, to the emphasis being placed on triaging and resolving complaints as service requests.