Residents across Perth and Kinross can take heart from the latest figures revealing a marked improvement in the local authority’s handling of public concerns. The council has reported a notable decrease in the number of complaints received over the past year, alongside a quicker resolution for those issues that do arise.
In the most recent reporting period, Perth and Kinross Council registered just over 1,600 formal complaints, representing a commendable 19% reduction compared to the previous year. This positive trend indicates a growing efficiency in public services and a more proactive approach to addressing citizen feedback. Key Areas of Public Concern and Council Response
While overall complaints have fallen, certain service areas continue to be a focus for residents. Common concerns highlighted in the past year revolved around essential environmental and infrastructure services that directly impact daily life across Perth and Kinross.
Persistent issues such as missed household waste collections, the timely maintenance of public green spaces including grass cutting, and the perennial problem of potholes or damaged footpaths on local streets frequently featured in the feedback. Residents also raised points about the regularity of street cleaning, the upkeep of public toilet facilities, and delays encountered in property repairs for council housing tenants.
Beyond routine maintenance, environmental nuisances contributed to local dissatisfaction. These included reports of littering, instances of illegal fly-tipping in rural and urban areas, and graffiti. Concerns were also voiced regarding public safety, the adequacy of street lighting in darker months, the reliability of public transport options, and overgrown vegetation encroaching on pathways and obscuring road signs. The council’s approach to tackling noise disturbances and various forms of anti-social behaviour within communities also generated feedback. Bridging Expectations and Reality
A number of complaints emerged from a perceived disconnect between what residents expected from local government services and what the council was realistically able to deliver. This often manifested as frustration over limited opportunities for public input in decision-making processes or a lack of clarity in how significant choices were made affecting local areas. Instances of alleged rudeness or unprofessional conduct from staff were also reported, reflecting the importance of positive customer interactions.
Furthermore, disagreements occasionally arose over planning applications, enforcement actions, and penalty charge notices. The perception of bureaucratic hurdles and slow internal administrative processes within the council also contributed to the overall volume of complaints. Dedicated Team Accelerates Complaint Resolution
In response to these challenges, Perth and Kinross Council has made significant strides in its complaint resolution process. A substantial 85% of the 1,604 complaints recorded in the 2024-2025 period were resolved at ‘Stage One’ – typically straightforward issues handled directly by the service area concerned. The average response time for these cases saw a notable improvement, dropping to 5.8 days from 6.1 days in the preceding year.
For more complex matters, which saw 141 cases escalated and 76 initially lodged at ‘Stage Two’, the council demonstrated even more impressive gains. The average resolution time for these intricate investigations plummeted from 28 days to a mere 20 days over the same period. It was also noted that 88 complaints were ultimately withdrawn by the complainants, and only 24 cases carried over into the subsequent reporting year, underscoring the efficiency achieved.
A pivotal factor behind these improvements was the establishment of a dedicated complaints team in April 2024. This specialist unit has been instrumental in standardizing procedures, ensuring greater consistency in how complaints are managed, and significantly accelerating response times. As a direct result of public feedback, the council implemented an impressive 290 service improvements throughout 2024-25. These ranged from crucial adjustments to operational processes and enhanced staff training to clearer and more transparent communication strategies, all aimed at fostering a more responsive and accountable local authority.
These encouraging statistics reflect Perth and Kinross Council’s commitment to listening to its constituents and continuously striving for more effective and resident-focused public services across the picturesque region.
In the most recent reporting period, Perth and Kinross Council registered just over 1,600 formal complaints, representing a commendable 19% reduction compared to the previous year. This positive trend indicates a growing efficiency in public services and a more proactive approach to addressing citizen feedback. Key Areas of Public Concern and Council Response
While overall complaints have fallen, certain service areas continue to be a focus for residents. Common concerns highlighted in the past year revolved around essential environmental and infrastructure services that directly impact daily life across Perth and Kinross.
Persistent issues such as missed household waste collections, the timely maintenance of public green spaces including grass cutting, and the perennial problem of potholes or damaged footpaths on local streets frequently featured in the feedback. Residents also raised points about the regularity of street cleaning, the upkeep of public toilet facilities, and delays encountered in property repairs for council housing tenants.
Beyond routine maintenance, environmental nuisances contributed to local dissatisfaction. These included reports of littering, instances of illegal fly-tipping in rural and urban areas, and graffiti. Concerns were also voiced regarding public safety, the adequacy of street lighting in darker months, the reliability of public transport options, and overgrown vegetation encroaching on pathways and obscuring road signs. The council’s approach to tackling noise disturbances and various forms of anti-social behaviour within communities also generated feedback. Bridging Expectations and Reality
A number of complaints emerged from a perceived disconnect between what residents expected from local government services and what the council was realistically able to deliver. This often manifested as frustration over limited opportunities for public input in decision-making processes or a lack of clarity in how significant choices were made affecting local areas. Instances of alleged rudeness or unprofessional conduct from staff were also reported, reflecting the importance of positive customer interactions.
Furthermore, disagreements occasionally arose over planning applications, enforcement actions, and penalty charge notices. The perception of bureaucratic hurdles and slow internal administrative processes within the council also contributed to the overall volume of complaints. Dedicated Team Accelerates Complaint Resolution
In response to these challenges, Perth and Kinross Council has made significant strides in its complaint resolution process. A substantial 85% of the 1,604 complaints recorded in the 2024-2025 period were resolved at ‘Stage One’ – typically straightforward issues handled directly by the service area concerned. The average response time for these cases saw a notable improvement, dropping to 5.8 days from 6.1 days in the preceding year.
For more complex matters, which saw 141 cases escalated and 76 initially lodged at ‘Stage Two’, the council demonstrated even more impressive gains. The average resolution time for these intricate investigations plummeted from 28 days to a mere 20 days over the same period. It was also noted that 88 complaints were ultimately withdrawn by the complainants, and only 24 cases carried over into the subsequent reporting year, underscoring the efficiency achieved.
A pivotal factor behind these improvements was the establishment of a dedicated complaints team in April 2024. This specialist unit has been instrumental in standardizing procedures, ensuring greater consistency in how complaints are managed, and significantly accelerating response times. As a direct result of public feedback, the council implemented an impressive 290 service improvements throughout 2024-25. These ranged from crucial adjustments to operational processes and enhanced staff training to clearer and more transparent communication strategies, all aimed at fostering a more responsive and accountable local authority.
These encouraging statistics reflect Perth and Kinross Council’s commitment to listening to its constituents and continuously striving for more effective and resident-focused public services across the picturesque region.