Complaints’ outcomes are open for all of us to shape

By Michael King | 06 August 2021

Each summer I send a letter to every council in England, providing a tailored snapshot of complaint trends for their area. The differences at a local level can be stark. However, when we aggregate our data at a regional level, an even more fascinating picture starts to emerge.

Why, for example, are more than a quarter of our complaints from residents of London Boroughs, when London only accounts for 16% of the population? Do people in the capital complain more than citizens elsewhere? Or could it be that London councils are more responsive to public concerns?

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