Monitoring Performance

Recording, reporting, learning and publicising

One of the aims of our complaints handling procedure is to identify opportunities to improve services across Orkney Islands Council.  After the closure of a complaint, we will make sure that the customer and staff of the service involved understand the findings of the investigation and any recommendations made.

All complaints are recorded in a systematic way.  This allows us to identify and address the causes of complaints and, where appropriate, identify training opportunities and introduce service improvements. We publish on a quarterly basis the outcome of complaints and the actions we have taken in response. This demonstrates the improvements resulting from complaints and shows that complaints can influence our services.  The quarterly reports can be accessed through the downloads section at the side of the page.

We also provide an annual report on our complaints handling performance in line with SPSO (Scottish Public Services Ombudsman) requirements and this can be accessed through the 'Related Downloads' section of this page. 

This information is regularly reported to our senior management team who will analyse any trends and take action as appropriate.