Why it matters: The reduction suggests improved service delivery across the council, despite introducing stricter complaint handling procedures and deadlines under new national regulations.
The council adopted a new two-stage complaint process from April 2024 to comply with statutory Housing Ombudsman Service requirements, replacing its previous three-stage system.
The breakdown: Housing repairs dominated complaints with 155 cases, followed by general housing issues (72), Regent Theatre and Corn Exchange (44), bins and waste (36), and council tax (27).
Of the total complaints received, 87% were resolved at stage one, with only 13% escalating to stage two - demonstrating early resolution effectiveness.
The challenges: The new system has created some timing pressures, with the council missing response deadlines on 74 complaints – representing 15% of all cases compared to just 3% the previous year.
The problem was particularly acute for complex stage two complaints, where 62% missed their deadlines compared to only 8% of stage one cases. Officials attributed the deterioration to "teething issues" with the new complaint system and modifications required to their customer relationship management software.
The council acknowledged that prioritising thorough investigations over speed contributed to delays. Staff also struggled with properly using complaint extensions, which could have prevented some missed deadlines when legitimate delays occurred with complex cases.
What they're saying: "The quality of complaint responses and in-depth investigation undertaken across the complaints received has been the number one priority," the report states, acknowledging that thorough investigations sometimes impacted response times.
Service improvements: The council implemented numerous changes based on complaint feedback, including additional staff training, website updates, improved theatre booking processes, and revised procedures across multiple departments.
The authority also received 166 compliments during the year, down from 197 in 2023-24, alongside 475 comments - feedback that doesn't meet complaint thresholds but helps identify service improvements.
The bottom line: Ipswich residents are complaining less but may face longer waits for responses, as the council balances investigation depth with new statutory deadlines.
