North Lanarkshire Council is committed to providing the best services and making sure our service users are satisfied. We want to improve the quality of our services and our service users' experience of them.
We welcome our residents' and service users' views. Complaints, comments and compliments are important to us in providing insight into what we are doing well and where we need to focus improvements. We record this feedback, regularly monitoring what our service users tell us, and using the information within our planning processes to help us shape services that meet their needs.
We have introduced a sensitive, fair, consistent and effective complaints policy and procedure to ensure all feedback received is handled in an efficient manner.
This document sets out how we manage and respond to complaints, comments and compliments.
Complaints, comments and compliments recording
The system used to record service user feedback is the Customer Relationship Management (CRM) software known as Frontline.
In the first instance it records information to track complaints and their progress. It records comments and compliments and can produce management information to monitor service performance, highlight areas of service failure, gaps in provision and feed into the processes for identifying areas for service improvement.
Information will be reported to the Corporate Management Team, service committees and used in performance publications.
We are committed to providing high quality services to all. To help us tackle discrimination and promote equal opportunities, we will ask complainants to include in the complaints form their gender, ethnic origin and any disability. We will carry out periodic equality monitoring exercises to assess whether there are any equalities issues behind the issues raised by complainants.
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