Rossendale Council sees increase in complaints (From Lancashire Telegraph)

Rossendale Council sees increase in complaints

3:53pm Monday 24th September 2012 in News By Chris Adams

THE number of formal complaints made about Rossendale Council rose by almost 70 per cent in the past year.

But compliments have also increased, with 252 people praising its services.

Almost half of the 142 issues raised by residents between April, 2011, and March, 2012, — up from 85 in the previous year —related to the council’s policies or procedures.

The most frequently-cited complaints were in relation to planning decisions, refuse collections and council tax.

Four cases had to be referred to the local government ombudsman for investigation, all of which have been discontinued.

The council decided that only 21 of the complaints were seen to be substantiated, with a further 17 classed as partially substantiated.

A decision by the council’s development control committee to allow access to the Crook Hill wind farm in Whitworth via the A671 was the single most complained-about inci,dent.

It had originally been recommended for refusal but was granted permission at the second attempt in September last year despite 129 letters of objection.

Despite the increase in complaints, more taxpayers than ever are also praising the council.

It received 252 compliments in the same period, up from 237 the previous year.

A report to the council’s performance overview and scrutiny committee states: “Feedback on our services is important to inform learning on how we can improve and is always welcomed, however, an increase in complaints is also disappointing.”

“It is important to consider these figures in the context of the council receiving well over half a million contacts from customers in any 12 month period.”