Carmarthenshire Council faces increasing complaints, with issues in services and communication highlighted as key concerns by residents.
Carmarthenshire: Complaints about the local council are on the rise. In 2023-24, there were 1,855 complaints, a big jump from 1,376 and 884 in the previous years.
An officer mentioned at a committee meeting that people’s expectations for public services are changing. While the increase in complaints is disappointing, it’s not entirely surprising. She pointed out that complaints are getting more complicated, and dealing with difficult behavior is becoming a bigger issue.
Most complaints this year were about the council’s place and infrastructure department, which covers waste collection and road issues. The communities department, which handles housing services, also received a lot of complaints.
There’s been a lot of talk about how councils are struggling with budget cuts, which makes it tough to deliver services effectively. The council tries to sort out complaints at the first stage, but if that doesn’t work, they move to a second stage.
The complaints team is working closely with waste services to identify common issues. They’ve noticed a rise in complaints about housing repairs, so they’re dedicating more resources to tackle these problems and respond to public inquiries.
Interestingly, while complaints about adult services dropped, those for children’s services went up. The council also received 309 compliments this year, with residents thanking staff for their hard work, especially during bad weather.
One officer shared that working in the complaints team can feel thankless, but it’s rewarding when they can resolve an issue. The committee acknowledged the report and its findings.