Customer service

Middlesbrough council complaints double in a year

Local Democracy Reporting Service

James Cain

An annual report has revealed that the number of complaints made to Middlesbrough council has doubled in a year.

Despite the "significant growth" the authority says it's because it's made complaining easier.

According to the annual complaints report 2017-18, the council received a total of 1,077 complaints, which is more than twice the 502 complaints made in the year before.

Middlesbrough Town Hall
BBC

The report says: "This was driven largely by the fact that the council has, through the customer strategy, created awareness of its ambitions for customer excellence and made it easier for customers to complain.

"It should be noted that over 60% of the growth were complaints that were not upheld."

However, the report goes on to say that there was actually an 8% growth in the percentage of complaints that were upheld by the council.

The Standards Committee will meet to discuss the findings today.