% of ST1 complaints responded to within 5 days

A complaint is 'any expression of dissatisfaction, however made, from a member of the public about the level or nature of a council service, policy or the way in which the council's staff carry out their duties'.

Complaints provide valuable information that can be used to improve customer satisfaction. Responding to complaints within 5 days may enable a customer’s dissatisfaction to be addressed and may also prevent the same problems that led to the complaint from happening again.