Housing, council tax and revenue among 'most complained about' issues to Tamworth council
Complaints to Tamworth Borough Council have risen with issues around housing being the most complained about, however street scene; council tax and revenue, received more than five complaints. A recent report revealed that the number of complaints has substantially increased compared to last year.
The recent quarterly performance report which is set to be considered by councillors on the corporate scrutiny committee next week shows that the number of complaints for 2024/25 stands at 288, including both stage one and stage two complaints. The number of housing complaints are 213, mostly relating to housing repairs.
Compared to last year the number of complaints also increased by 45, made up from mostly housing related complaints which account for 40 complaints. However, compared to last year there has been a fall in the number of stage two complaints.
Stage two complaints are a formal process dealt with if the complaint has not been dealt or fully resolved at stage one. For the year 2023/24 there were a total of 29 stage two complaints which fell to 24 in the most recent figures.
The figures from quarter four this year which dates, 1 January 2025 – 31 March 2025 show that 74 housing related complaints were received 29 were upheld and three residents were awarded compensation due to the time taken to resolve the issue and the level of service received. In the same period 28 corporate complaints were received and 12 were upheld.
The performance report states: “The council has continued to make significant strides by learning from complaints to further the commitment to enhancing the customer journey, improve communication, boost customer satisfaction and trust in the council’s dedication to addressing concerns. This initiative supports the integration of complaint handling, fostering a culture of continuous improvement where feedback from complaints is used to refine and enhance services.
“As changes continue to be integrated into service areas and the wider organisation, a significant improvement in performance was observed in the fourth quarter which is reflected in the data within this report. Service areas remain dedicated to thoroughly investigating and responding to all complaints, and this is evidenced in improved response letters, and the newly implemented department process for repairs, where contact with the customer remains throughout the lifecycle of the complaint process.”
