346 COMPLAINTS were made against Conwy County Council in 2022/23, councillors heard.
At a meeting at Bodlondeb, Conwy’s cabinet were presented with a report documenting the number of complaints.
Of the 346 complaints made during 2022/23, 98 complaints were upheld, 223 not upheld, 15 discontinued, and seven investigations not merited.
68% of ‘stage one complaints’ were dealt with in 10 working days, and 47% of stage two complaints were dealt with in 20 working days.
But councillors also heard how the council had received 321 compliments in the same period.
The number of complaints Conwy received appears fairly consistent with previous years as the council received 299 in 2018/19; 351 in 2019/20; 336 in 2020/21; 312 in 2021/22; and 346 in the last financial year.
The council’s economy and culture department received the most complaints with 114.
The environment, roads, and facilities department received the second highest number with 109 complaints.
Regulatory and housing received the third highest amount with 80, followed by revenue and benefits with 30.
In 2022/23 one complaint was made against the chief executive.
Cllr Chris Cater said: “Our focus is to ensure continuous improvement, and this is reinforced by this report.”
Cllr Liz Roberts said she was happy that the council had received a high number of compliments.
She said: “The authority takes complaints seriously and displays a commitment to continue to learn by learning by mistakes made.”
Leader Cllr Charlie McCoubrey said: “A lot of businesses pay a lot of money for feedback, don’t they, whether it is good or bad. You can hone what you’re doing. We should embrace it.”
