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Customer satisfaction

We use a range of ongoing methods to capture our service users’ feedback and views and shape our services. This executive summary highlights key points from the analysis of customer feedback 2012/13 including compliments, comments, concerns and complaints.


The total number of compliments received overall remained much the same as on the previous year (341 compared to 342 in 2012/13).


The Department for Children, Adults and Health actively gathers feedback from our customers through methods including stakeholder events, consultations and focus groups.


The number of MP enquiries received during 2013/14 fell to 217 compared to 283 in 2012/13. The majority of the enquiries were again about housing services.

Concerns also fell in 2013/14 (202 compared with 213 in 2012/13). Of the 202 concerns received only 4 moved into the complaints process.


The department has continued to see a fall in the number of complaints received during 2013/14 (225 compared with 253 in 2012/13). Of the 225 complaints which reached completion during the period, 57% were upheld or partially upheld, 31% were not upheld, 5% were withdrawn and 7% were inclusive.

Six formal enquiries were received from the Ombudsman during 2013/14 (two in 2012/13). One is ongoing and the Ombudsman was satisfied with the actions or proposed actions of the local authority in all five.

You said, We did

Examples of comments received in 2013/14

People considering having a direct payment told us that opening a separate bank account and providing financial monitoring was time consuming and complicated We are implementing a payment card service for delivering and managing direct payments
Deaf people told us that information on the council website wasn’t accessible to Deaf people who use British Sign Language We worked with members of the BSL Forum to identify the priority areas in terms of information for Deaf people, and arranged for videos in BSL about council services to be made available on the South Gloucestershire Council website.
People with dementia and their families told us they would like benefits information built into the Dementia Roadshow programme A voluntary sector partner who specialises in benefits information is now part of the programme at the Roadshows.
Carers told us that they really appreciated Celebrating Carers 2012 and they enjoyed the range of information, advice and activities provided in one place We responded to carers and held Celebrating Carers 2013 and planned the programme on the feedback that people gave us from the 2012 event.
Carers told us that although they value the number of Carers Network groups held in South Gloucestershire they did not meet the need of all carers. Two new carers groups were set up last year. One for carers from the Chinese community and the other for carers of people who have drug and alcohol dependency.
Carers told us that they wanted more information on employment support for their family member We held a Presumption of Employability event for family carers of people with learning difficulties. The presentations looked at some of the myths attached to employment and disabled people and ways people can be supported into employment.
Personal Assistants and people considering becoming Personal Assistants told us there was no information on our website. We have added information to our website on what a personal assistant does and information for employers. We have updated our information on training we offer to Personal Assistants and sent it out to people who employ PAs.

Further information can be found in our Annual Report on Complaints and Representations:

Hearing the voices of our service users

During August 2013 we worked with our providers, Healthwatch and the Care Quality Commission to design a Quality Assurance survey of our Home Care Service users. The resultant questionnaire closely mirrored a Department of Health survey used in 2006 and 2009 which enabled results to be compared and trends identified.

In August 2013 we sent the questionnaire to all 998 our home care service users with postage paid envelopes enabling responses to be returned to, and analysed by, Healthwatch. This used a unique identifier number to maintain anonymity but allow us to be alerted to and follow up with anyone who raised issues of concern.

The response rate was 42% and analysis of the 10 questions relating to satisfaction showed that:

  • 4 questions indicated higher satisfaction ratings than in either the previous survey in 2006 and 2009.
  • 4 questions scored higher than one of the two previous surveys but lower than the other.
  • 2 questions were scored lower than the results in either 2006 or 2009.

We will use these survey results to work with provider partners as a group to drive sector led improvement and inform training, development and procurement. The surveys also provide us with detailed results for each individual provider to share with them and use as part of individual contract management, to build on success and support improvement planning.