12. Our customer mission

Customer Insight

The council’s customer services are constantly reviewed and improved, and we work closely with the parking customer ambassadors and customer feedback team on all customer journeys. Compliments and complaints help us understand where we are working well and where there are issues. We actively monitor feedback to help improve our performance, and plan service and council wide improvements.

Below is an overview of customer interactions with Parking Services during FY 2023 to 2024, focusing on how customer feedback helps shape and improve service delivery.

1. Complaints:

• 192 Stage 1 complaints were received, a decrease from previous years
• 30% (58) of the complaints were upheld or partially upheld
• 94% of complaints were resolved within the 10-working-day target, with an average response time of 5.7 days
• 89% of complaints were closed at Stage 1, reflecting a high rate of resolution without escalation
• Overall, we have received less complaints in 2023/4 compared with the last two fiscal years

2. Compliments:

• 99 formal compliments were received, highlighting customer appreciation for helpfulness, efficiency, and kindness
• 25% of compliments were related to the helpfulness of staff, and 20% praised kindness and efficiency

Freedom of Information cases

Everyone has the right to ask to see recorded information held by local authorities. In 2023 to 2024 the Parking Service department received ninety Freedom of Information (FOI) requests.

The top five FOI requests the Parking Services Team received in 2023 to 2024 were:

1. PCN Issuance
2. Bus Lane Issuance
3. Bus Gate Issuance
4. Parking Revenue
5. Permit Issued in zone M