Freedom of Information Request – Council Complaints 2020/21–2025/26
Under the Freedom of Information Act 2000, please provide the following information for the Royal Borough of Windsor and Maidenhead (RBWM).
1. Total complaints received
Please provide the total number of complaints received by RBWM for each of the following financial years:
* 2020/21 — 1 April 2020 to 31 March 2021
* 2021/22 — 1 April 2021 to 31 March 2022
* 2022/23 — 1 April 2022 to 31 March 2023
* 2023/24 — 1 April 2023 to 31 March 2024
* 2024/25 — 1 April 2024 to 31 March 2025
* 2025/26 — 1 April 2025 to 31 March 2026
Please provide the figures separately for each financial year, rather than a combined figure.
For the avoidance of doubt, I am seeking the number of complaints initially received or logged by the Council, including complaints subsequently dealt with informally, closed, withdrawn or not progressed to a formal stage.
2. Formal complaints
For each financial year, please also provide:
* The number progressed to Stage 1;
* The number escalated to Stage 2;
* The number escalated to Stage 3, where applicable;
* The number upheld;
* The number partially upheld;
* The number not upheld; and
* The number withdrawn or closed without investigation.
3. Service areas
For each financial year, please provide a breakdown of complaints by the Council service area concerned, where this information is held.
For example:
* Housing
* Waste and recycling
* Highways
* Planning
* Council tax
* Benefits
* Adult social care
* Children’s services
* Environmental services
* Leisure
* Customer services
* Other
4. Changes to recording or definitions
Please confirm whether the Council has changed its complaints policy, complaints procedure, recording system or definition of a complaint during the period 1 April 2020 to 31 March 2026.
If so, please provide:
* The date of each change;
* A description of the change; and
* Whether the Council considers that the change affects the comparability of complaint figures between financial years.
If the Council does not hold the requested information in precisely this format, please provide the closest equivalent information that it holds and explain how the figures have been calculated.
I would prefer the information in Excel or other spreadsheet format, if readily available.