NEWSROOM

The report, which will be presented to Cabinet at their meeting next Thursday (16 July), shows compliments received by the Council increased by 24 per cent during 2025/26, continuing a long-term trend that has seen compliments rise by 182 per cent over the past seven years.

Customer satisfaction with the Council's Contact Centre also remained high at 96 per cent, while positive feedback from residents continued to grow across council services.

The report also shows that the Council received 919 complaints during the year, including statutory complaints. Complaints still represent less than one per cent of the many thousands of transactions and interactions the Council has with residents every year.

The report notes that the number of complaints reflects the picture being seen nationally, with complaints increasing across both the public and private sectors and the Local Government and Social Care Ombudsman also reporting an increase in cases. It also highlights that easier access to complaints procedures can lead to more people raising concerns, providing valuable opportunities for services to learn and improve.

Feedback from residents continues to drive improvements across council services. Recent examples highlighted in the report include strengthened communication processes within Adult Social Care following feedback from residents and families, and clearer support and information for young people approaching adulthood and preparing for future accommodation options.

The report also highlights the Council's strong performance in responding to complaints, with corporate complaints answered in an average of seven working days and 90 per cent responded to within 10 working days, exceeding the standards set out in the Local Government and Social Care Ombudsman's Complaint Handling Code.

The positive findings come during a year in which Telford & Wrekin Council became the first council to achieve the Institute of Customer Service's ServiceMark accreditation and saw its Customer Relationship Team shortlisted for the Local Government Chronicle's Small Team of the Year award.

Councillor Zona Hannington, Telford & Wrekin Council’s Cabinet Member for Finance and Resident Services, said:

“This report demonstrates the value of listening to residents and acting on what they tell us. It is particularly encouraging to see compliments continue to rise, with more people taking the time to recognise the excellent service provided by our staff.

“The increase in complaints should also be viewed in context. It reflects a national trend and shows that residents know how to raise concerns and can access our complaints procedures when needed.

“We welcome all feedback, whether positive or negative, because it helps us understand residents’ experiences and identify opportunities to improve. While complaints represent a very small proportion of the many thousands of interactions we have with residents each year, we take every concern seriously and use the learning from it to make services better. From improving communication with residents and families to strengthening support for young people, there are clear examples of how feedback is helping to shape services.

“Our commitment to listening, learning and continuously improving remains at the heart of everything we do.”