Complaints performance
Contents
Volume of complaints
| Year | Total number of complaints received | Population of North Lanarkshire | Number of complaints received per 1,000 population |
|---|---|---|---|
| 2013/14 | 1,279 | 337,870 | 3.8 |
| 2014/15 | 1,903 | 337,730 | 5.6 |
| 2015/16 | 2,021 | 337,950 | 6.0 |
| 2016/17 | 1,823 | 338,260 | 5.4 |
| 2017/18 | 2,587 | 339,390 | 7.6 |
| 2018/19 | 2,397 | 339,960 | 7.1 |
| 2019/20 | 2,020 | 340,180 | 5.9 |
| 2020/21 | 1,879 | 341,370 | 5.5 |
| 2021/22 | 3,802 | 341,140 | 11.1* |
| 2022/23 | 3,615 | 341,400 | 10.6* |
| 2023/24 | 3,982 | 340,930 | 11.7* |
| 2024/25 | 4,357 | 341,890 | 12.7* |
*This does not necessarily reflect an increase in the number of complaints received. From 2021/22 onwards, a new system was introduced, which improved on the process for recording complaints and complaints for adult social care, culture and leisure activities, and the council’s arm’s length external organisations are now included in the figures produced by the system.
Volume of complaints closed (dealt with) at stage 1
| Year | Total number of complaints closed in the year | Total number of complaints closed at stage 1 in the year | Number of complaints closed at stage 1 as a percentage of all complaints closed in the year |
|---|---|---|---|
| 2013/14 | 1,204 | 1,095 | 90.9% |
| 2014/15 | 1,860 | 1,667 | 89.7% |
| 2015/16 | 1,966 | 1,800 | 91.6% |
| 2016/17 | 1,771 | 1,621 | 91.5% |
| 2017/18 | 2,406 | 2,249 | 93.5% |
| 2018/19 | 2,323 | 2,140 | 92.1% |
| 2019/20 | 1,873 | 1,684 | 89.9% |
| 2020/21 | 1,623 | 1,477 | 91.0% |
| 2021/22 | 3,006 | 2,608 | 88.0% |
| 2022/23 | 2,816 | 2,486 | 89.6% |
| 2023/24 | 3,283 | 2,879 | 88.6% |
| 2024/25 | 3,352 | 2,948 | 88.9% |
Volume of complaints closed (dealt with) at stage 2
| Year | Total number of complaints closed in the year | Total number of complaints closed at stage 2 in the year | Number of complaints closed at stage 2 as a percentage of all complaints closed in the year |
|---|---|---|---|
| 2013/14 | 1,204 | 36 | 3.0% |
| 2014/15 | 1,860 | 50 | 2.7% |
| 2015/16 | 1,966 | 35 | 1.8% |
| 2016/17 | 1,771 | 24 | 1.4% |
| 2017/18 | 2,406 | 22 | 0.9% |
| 2018/19 | 2,323 | 17 | 0.7% |
| 2019/20 | 1,873 | 19 | 1.0% |
| 2020/21 | 1,623 | 32 | 2.0% |
| 2021/22 | 3,007 | 143 | 4.8% |
| 2022/23 | 2,816 | 103 | 3.7% |
| 2023/24 | 3,283 | 77 | 2.3% |
| 2024/25 | 3,352 | 57 | 1.7% |
Volume of complaints closed (dealt with) escalated
| Year | Total number of complaints closed in the year | Total number of complaints escalated in the year | Number of complaints closed after escalated as a percentage of all complaints closed in the year |
|---|---|---|---|
| 2013/14 | 1,204 | 73 | 6.1% |
| 2014/15 | 1,860 | 143 | 7.7% |
| 2015/16 | 1,966 | 131 | 6.7% |
| 2016/17 | 1,771 | 126 | 7.1% |
| 2017/18 | 2,406 | 135 | 5.6% |
| 2018/19 | 2,323 | 166 | 7.1% |
| 2019/20 | 1,873 | 170 | 9.1% |
| 2020/21 | 1,623 | 114 | 7.0% |
| 2021/22 | 3,007 | 256 | 8.5% |
| 2022/23 | 2,816 | 227 | 8.1% |
| 2023/24 | 3,283 | 327 | 10.0% |
| 2024/25 | 3,352 | 347 | 10.4% |