Download original attachment
(PDF file)

This is an HTML version of an attachment to the Freedom of Information request 'Relative statistics on dog fouling'.

The Highland Council - Customer Services Management Information
CRM - Corporate Analysis - All Complaints By Stage
Date Range:  Between 1 Apr 2010 0:00 and 31 Mar 2011 23:59
Report Ref: CA1
Complaint Total
2,354
Complaint Stage Percentage Count
Stage 1
72.6% 1,708
Stage 2
21.2%
499
Stage 3
6.2%
147
Total
100.0% 2,354
Stage 2
21.2%
Stage 3
6.2%
Stage 1
72.6%
6 Apr 2011
- 1 -
15:47:03
The Highland Council - Customer Services Management Information
CRM - Corporate Analysis - Top 10 Complaint Types
Date Range:  Between 1 Apr 2010 0:00 and 31 Mar 2011 23:59
Report Ref: CA1
Complaint Total
2,354
Service Description
Rank Percentage Total
Housing repairs and renovation
1
21%
297
Household Waste Collection
2
12%
173
Planning(town and country)
3
12%
171
Local taxes
4
10%
140
Salting & gritting
4
10%
140
Council housing
6
10%
134
Recycling(waste)
7
9%
122
Anti Social Behaviour
8
6%
90
Potholes
9
6%
88
Road safety
10
3%
48
Council housing
Recycling(waste)
10%
9%
Anti Social Behaviour
Salting & gritting
6%
10%
Potholes
6%
Road safety
Local taxes
3%
10%
Planning(town and ...
Housing repairs an...
12%
21%
Household Waste Collection
12%
6 Apr 2011
- 2 -
15:47:03
The Highland Council - Customer Services Management Information
CRM - Corporate Analysis  - All Complaints By Service
Date Range:  Between 1 Apr 2010 0:00 and 31 Mar 2011 23:59
Report Ref: CA1
Complaint Total
2,354
Service
Type Total
TEC
1,105 1,105
Housing and Property
627
627
Planning and Development
226
226
Finance
168
168
Chief Executives
100
100
ECS
99
99
Social Work
29
29
Planning and Development
9.6%
Finance
Housing and Prope...
7.1%
26.6%
Chief Executives
4.2%
ECS
4.2%
Social Work
1.2%
TEC
46.9%
6 Apr 2011
- 3 -
15:47:03
The Highland Council - Customer Services Management Information
CRM - Corporate Analysis - Top 5 Instigator
Date Range:  Between 1 Apr 2010 0:00 and 31 Mar 2011 23:59
Report Ref: CA1
Complaint Total
2,354
Instigator
Rank Percentage Total
Customer
1
92.0%
2,165
MP/MSP/MEP
2
5.6%
131
Councillor
3
2.5%
58
MP/MSP/MEP
5.6%
Customer
Councillor
92.0%
2.5%
6 Apr 2011
- 4 -
15:47:03
The Highland Council - Customer Services Management Information
CRM - Corporate Analysis - All Complaints By Corporate Standard
Date Range:  Between 1 Apr 2010 0:00 and 31 Mar 2011 23:59
Report Ref: CA1
Complaint Total
2,354
Complaint Duration
Stage 1 Stage 2 Stage 3 Percentage Total
In Standard: in 10 days       
1,246
260
28
65.2%
1,534
Outwith Standard: in 20 days  
231
161
77
19.9%
469
Outwith Standard: over 20 days
231
78
42
14.9%
351
Outwith Standard: in 20 days  
19.9%
Outwith Standar...
14.9%
In Standard: in 10 days       
65.2%
6 Apr 2011
- 5 -
15:47:03
The Highland Council - Customer Services Management Information
CRM - Corporate Analysis - All Complaints By Outcome
Date Range:  Between 1 Apr 2010 0:00 and 31 Mar 2011 23:59
Report Ref: CA1
Complaint Total
2,354
Complaint Stage Percentage Total
Rejected
57.7%
1,359
Upheld
36.4%
858
Open
5.8%
137
Upheld
36.4%
Open
5.8%
Rejected
57.7%
6 Apr 2011
- 6 -
15:47:03