Brentwood Borough Council

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Brentwood Borough Council

FOI 9358

Response Targets - complaints and enquiries

Request

I should be grateful if you wo uld confirm what timescales Brentwood Council is obliged to meet (whether by KPI or internally generated service standard targets) when respondi ng to a) general enquiries and b) complaints from members of the public.< /div>



Please also provide statistics of how frequently the Council achieved these performance targets during the last 3 financial ye ars.



Lastly, please provide details of any g rievance mechanisms available to correspondents who are dissatisfied with the service they receive from Brentwood Council (eg Decision Reviews, etc.).

Response


Thank you for your request of the 24.7.2014, please find response below;

I should be grateful if you would confirm what timescales Brentwood Council is obliged to meet (whether by KPI or internally generated service standard targets) when responding to a) general enquiries and b) complaints from members of the public.

The KPI stats are reported every quarter.
General enquiries and complaints are dealt within 20 working days.


Please also provide statistics of how frequently the Council achieved these performance targets during the last 3 financial years.

a) 2011/12 – 3235
2012/13 – 2752
2013/14 – 2609
b) 2011/12 – 73
2012/13 – 42
2013/14 - 8


Lastly, please provide details of any grievance mechanisms available to correspondents who are dissatisfied with the service they receive from Brentwood Council (eg Decision Reviews, etc.).

http://www.brentwood.gov.uk/index.php?cid=1893

The link above will take you through to the current leaflet and details available.