Introduction
We are committed to providing high quality services to our customers, but we recognise that there are times when we get things wrong and we fail to meet the expectations of our customers. Our Complaints Handling Procedure (CHP) makes it simple for customers to voice their dissatisfaction and seek resolution of their complaint and have appropriate action taken. We view all customer feedback, including complaints, as important insight which we use to improve service performance.
This is a review of our annual performance for complaints received between 1 April 2024 to 31 March 2025. It is based on performance indicators agreed with the Northern Ireland Public Services Ombudsman and all local authorities in Northern Ireland.
