Learning from complaints
City of Edinburgh Council welcomes comments and complaints from customers. This is to ensure we are doing what we can to provide our customers with the best possible service.
Our services provide examples of how they have learned from complaints or how their service might improve as a result of processing customer complaints.
Some examples of this learning are shown below. These show what the nature of the complaint was, and what we did to address the complaint. Information is given on what we have learned or how the service will improve as a result of the complaint.
Edinburgh Health and Social Care Partnership (1)
What the customer said
Family raised concerns about aspects of the care service that were being provided for a relative.
What we did
Our Health and Safety section added relevant information to our citywide staff newsletter. They have also organised tutor led refresher training for staff. Also, our medication protocol was reviewed.
What we learned or how the service could improve
We will continue to undertake reviews and monitoring of our actions. This will ensure the care service is provided to the highest standards.
Edinburgh Health and Social Care Partnership (2)
What the customer said
Customer experienced difficulty accessing respite service.
What we did
Work is being taken forward by senior management to look at increasing opportunities for residential respite. Direct Payments are now available to fund respite stays in private care homes.
What we learned or how the service could improve
The service has improved by making respite and short breaks more accessible for unpaid carers.
Adult Social Work services
What the customer said
Customer complained because their child received information containing relative's details. This was due to reaching the qualifying age. The child was not supposed to know who this relative was until they reached 16 years of age. This resulted in a deterioration in child’s behaviour.
What we did
The complaint was upheld and an offer made to customer for a meeting and support offered for the child. We agreed to a change of social worker to help maintain customer relations in this case.
What we learned or how the service could improve
A senior manager will send out a reminder to all staff that in advance of young people turning 12. This will advise workers to inform all parents or carers of young people in the Hearing system that the young person will be likely to receive sensitive information once they reach 12 years of age. This will open a discussion with parents/carers about the management of information in reports. It will advise how to support young people with any upsetting or distressing information.
Waste and Bin Collections
What the customer said
Customers have reported that on occasion we missed have their bin, or their waste not collected.
What we did
Where appropriate, we arrange for a collection vehicle to return to collect the missed bin.
What we learned or how the service could improve
Many of the complaints we receive for missed bins are due to contamination. This occurs when there is a mix of recycling that is not suitable for collection. Moving forward we plan to improve the communication between the waste services and customers. This will ensure the correct materials are placed in the appropriate bins.
Housing
What the customer said
Our tenant was unhappy about delays in having a dampness survey completed. The contractor was unable to attend until a later date.
What we did
The contractor’s team could not bring the date forward. Housing services were able to appoint their own surveyor who was able to attend on an earlier date than scheduled with the contractor.
What we learned or how the service could improve
This demonstrated good communication amongst the team involved. The tenant was also given advice on ventilation. The housing team had received information on the topic and were able to provide advice. We will provide this advice in future cases of a similar nature.
Customer Service
What the customer said
Customer was unhappy that when calling a direct line into the Council they were not advised that their call was recorded.
What we did
We recognised that this was a failing and we changed the way calls are handled. Call recording information is now provided immediately at the beginning of the call.
What we learned or how the service could improve
All calls are placed in a queue when they come into the service. Calls are then directed to the correct officer, with advice given to the customer that the call will be recorded. This gives the customer a more focused service, providing direct contact with the appropriate team. All calls are now covered ensuring there is no break in service.
Parking
What the customer said
Vehicles parking on and obstructing footways is an ongoing problem in Edinburgh. We receive many complaints about this through several different channels. This includes our online ‘Report Incorrectly Parked Vehicle’ form. We can only take action against vehicles parked on the footway where there is a parking restriction on the adjacent carriageway. Parking Attendants have always followed standard enforcement procedures. These include allowing observation periods when issuing parking tickets to vehicles on footways.
What we did
Following Committee approval, the need to provide an observation period has been removed. Where there is a carriageway restriction on the adjacent carriageway, our Parking Attendants now issue parking tickets immediately to vehicles parked in the footway.
What we learned or how the service could improve
Parking Attendants will now issue parking enforcements immediately. This limits opportunities for drivers to remove their vehicles before a parking ticket is served. It also helps discourage and deter footway parking in the absence of a national footway parking ban. Within a one-month period (when the change was introduced) 412 parking tickets have been issued to vehicles parking in this manner. We expect this deterrent will lead to a decrease in vehicles parking on and obstructing footways. In turn this will reduce the number of complaints received.