You can use our online form to give us feedback or suggestions about any Aberdeen City Council service or member of staff.
We offer a variety of other options for you to provide feedback about the service you've received:
- Services across the council issue satisfaction surveys to their customers through a variety of methods and invite them to provide feedback on their experience.
- We do our best to make sure everyone receives a high standard of service but occasionally we make mistakes. If this happens, we want to hear about it so we can put things right by dealing with it under the Complaints procedure.
What we do with your feedback
We believe that it is important to listen to you and take account of your needs as we develop the services on offer. When something does go wrong, we try to make sure lessons are learnt and if you pay us a compliment then we ensure that the people, or service, you are complimenting are informed and congratulated.
The following are examples of service improvements that have been implemented to date based on the comments left by our customers through the Customer Service and Customer Contact Centre customer satisfaction surveys.
| You Said | We listened |
|---|---|
| Customers were unhappy with the length of the automated message at the beginning of their call. | We updated the automated message so that it was shorter. |
| Customer advised that the email communications they had received in relating to reporting a roads and street lighting issue via the Aberdeen City Council website contained conflicting information. | We updated our systems to ensure only accurate information was provided and the incorrect reference numbers were removed. |
| Customer expressed dissatisfaction with the cost of telephoning the 0845 number for Housing Repairs. | All of our 0845 and 01224 phone numbers have been replaced with 03000 numbers which resolves the issue. |
| Customers would like to make application for new parking permits online without the need to visit in person. | Plans are in place to introduce online application for all types of parking permits. |
| Customers requested that an email reminder be issued when their parking permit is due to expire. | Plans are in place to issue email reminders to all parking permit holders 20 days prior to expiry (where an email has been provided.) |
Complaint Feedback
During the period 1 April 2022 to 31 March 2023, we dealt with a number of complaints which led to us making service improvements. Some examples are below:
| Wording on our website for birth registration. | The website was updated to make the steps of registering a birth clearer |
| The Customer Service desk at the front of Marischal College. | We have been implementing improvements within the Customer Service Centre to improve the customer experience. This includes the removal of the desk which will be concluded in the coming weeks |
| A customer dissatisfaction regarding being unable to speak to a Trading Standards Officer directly via telephone. | Our Trading Standards team have introduced a call back service if there are no Officers available at the time of the call. |
| A parent's concerns regarding bullying at their child's school. | The school's Anti-Bullying Policy was updated and all bullying allegations will be formally recorded. |
| Our phone system causing delays in conversation and making it difficult to speak with members of staff. | A new phone system was implemented and feedback taken onboard. |
| Our Housing and Building Services teams providing conflicting information to a customer. | A process has been implemented for one staff member to take ownership to see the case from start to finish. |
| A customer's dissatisfaction at our lack of engagement regarding their financial matters. | Mandatory training was rolled out to staff members. |
| A member of staff had not been in touch with a customer about concerns regarding their home. | Revised arrangements for when staff on annual leave were put in place. |