10% Increase in Escalated Citizen Complaints to UK Councils Revealed in Quadient's FOI Request
The number of citizen complaints to local councils in the UK that were escalated to the next stage increased by 10% in 2022, according to a recent Freedom of Information (FOI) request conducted by technology company Quadient. This rise in escalated complaints comes at a time when councils are already facing budget cuts and resource constraints. In this blog, we will delve into Quadient's FOI request findings and explore local councils' challenges in handling citizen complaints effectively.
Rising Complaints and Budget Constraints
Local councils across the UK are grappling with increasing citizen complaints, with some receiving up to 10,000 complaints annually. The FOI request revealed that 10% of all complaints made in 2022 escalated to the next stage, indicating a significant rise compared to previous years. This surge in escalated complaints can be attributed to ongoing budget constraints and wider economic pressures, as councils struggle to allocate sufficient resources to address citizens' concerns.
Key Findings
The FOI request highlighted several noteworthy findings regarding the escalation of complaints in different local councils:
Challenges and Implications
The increasing volume of escalated complaints poses a significant challenge for local councils. Phil Jones, Business Development Director at Quadient, emphasised that councils struggle to effectively and promptly address complaints, leading to heightened citizen dissatisfaction. This situation can result in a cycle of escalating complaints, consuming more time and resources that could otherwise be allocated to essential community services.
Furthermore, the FOI request revealed that some councils face difficulties accurately tracking the stage of a complaint due to inadequate internal systems or the unavailability of older complaint records. This lack of transparency hampers councils' ability to address complaints promptly and efficiently.
The Importance of Effective Customer Communication
To tackle these challenges and enhance the citizen experience, local councils must adopt the right approach to customer communication. Automated and standardised response templates can streamline the handling of regular and ad-hoc complaints, freeing up valuable time for councils to focus on resolving the core issues at hand. Timely delivery of responses across multiple communication channels ensures citizens feel heard and acknowledged, enhancing the council's brand equity. Maintaining a comprehensive audit trail of all communications also enables councils to demonstrate their commitment to addressing complaints at critical junctures throughout the resolution process.
Addressing the Future
As the UK faces the prospect of an economic downturn, local councils must address the issue of escalating complaints to prevent a further exponential increase. Effective communication strategies, tailored messages, and timely responses delivered through preferred channels are crucial for improving the overall citizen experience. By reassuring citizens that their complaints are being handled quickly, and effectively.
It is imperative for local councils to prioritise effective customer communication and address the challenges highlighted by the increase in escalated complaints. By implementing automated response systems, standardised templates, and utilising various communication channels, councils can enhance the citizen experience and resolve complaints more efficiently.
- Southwark Council: This council received the highest number of complaints in both 2021 and 2022. The proportion of complaints escalated also grew by 37% year-on-year, increasing from 5.4% to 7.4%.
- Amber Valley Borough Council: It experienced the largest increase in the proportion of escalated complaints, with a staggering 431% growth between 2021 and 2022. The second-highest increase was observed in Warwick District Council, which saw a 195% rise.
- Carlisle City Council: This council witnessed the largest decrease in the proportion of escalated complaints, with a remarkable drop of 89%.
- High Rises and Great Falls: The London Borough of Newham reported the highest rise in the overall number of complaints, with an increase of 1,155 compared to the previous year. On the other hand, Lambeth had the most complaints escalated (294). Conversely, North Somerset Council experienced the greatest fall in the number of complaints, with a decrease of 978.