Learning from complaints
City of Βι¶ΉΣ³» 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.
This information relates to complaints received from 2023 - 2024.
Edinburgh Health and Social Care Partnership
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.
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.
What the customer said
Customers asked that there was better quality of information from staff on Direct Payments
What we did
Build confidence with staff through training and information sessions
What we learned or how the service could improve
Staff better placed to inform and advise accordingly on Direct Payments and offer clear and accurate information
What the customer said
Concern raised about level of detail in assessment and other written communication and timescales for responding
What we did
Staff reminded of assessment information being shared timeously on completion and the need to fully respond on all issues raised as quickly as possible
What we learned or how the service could improve
Continuing to learn from complaint outcomes
Social Work Children’s 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.
What the customer said
The customer felt that the Foster Care assessment process was flawed as the provision of appropriate information was not provided at the right times. They believed that the identification of a lack of experience in caring for children should have been identified and shared earlier in process, possibly at the point of the Initial Enquiry Report.
What we did
As a result, it was recommended that Family Based Care should review and update the current recruitment procedure, guidance notes and forms, and consider that: At the point of the first contact, via telephone recruitment screening conversation, all applicants are asked to share their recent experience of caring for children; At the IER stage of the process, guidance should ensure all applicants are asked to provide detailed information of their recent experience of caring for children and the sources which can confirm and evidence this experience. Where a lack of experience is identified then recommendations on the ways to gain relevant experience, and in which environment, should be considered and suggested at this point in the process; As part of the review into current recruitment, consideration should be given to determining whether, as good practice, a meeting between the IER author, Prep Group assessor and allocated home study worker should be held to share the assessment information gathered and scope the nature and structure of the home study plan.
What we learned or how the service could improve
These changes should identify any missing experience earlier so that steps can be taken to enhance the applicants' experience and also streamline the process of recruiting foster carers. This will also minimise any anxieties that prospective foster carers may be dealing with.
What the customer said
Recent adopters pointed out that it was not picked up until the child moved to their care that the child had medical needs that had not been cascaded.
What we did
This has been raised with the manager of the Children & Young People Review Team.
What we learned or how the service could improve
Reviewing Officers will remind foster carers and professionals that all LAAC should have appropriate tests carried out for example in relation to eyesight. This should ensure that any sight issues will be picked up in good time.
What the customer said
The customer said that they were given poor advice about kinship payments and how these would progress over time
What we did
We are updating CEC Kinship Guidance and producing training for staff about the new procedures once they have been completed.
What we learned or how the service could improve
This will mean that prospective and established kinship carers are provided with appropriate advice when they need it, and staff will feel more confident about providing the appropriate advice.
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.
What the customer said
Customers stated their bins had been missed on the designated day for collection
What we did
We deal with complaints as quickly as possible and subject to vehicle availability we try to get them on the same day when possible.
What we learned or how the service could improve
The service will improve when new vehicles arrive in service as this will result in fewer vehicle issues, ensuring bins are uplifted on time.
What the customer said
There has been an increase in the number of complaints due to the new bin collection routes
What we did
We have been looking into the problems this has caused
What we learned or how the service could improve
Each problem that has been identified such as location missed off the routing sheets, we have been identifying these and adding to the routes. we are also looking to update our IT systems to give better routing information. Collections are working closely with the technical team to resolve any issues.
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.