Brighton and Hove City Council is facing an increase in complaints

COMPLAINTS about parking services more than doubled last year and accounted for more than a fifth of the total number of complaints.

In the 2021-22 council year, 392 people complained to Brighton and Hove City Council parking services, up 132% on the previous year.

Issues included the new online parking permit system and delays in issuing resident and visitor permits, with some advisers being inundated with emails about it.

The figures are contained in the board’s Customer Insight Report which is due to be presented to the Policy and Resources Committee tomorrow.

The report also recorded an increase in complaints about the Cityclean council’s waste and recycling service.

Last year’s 331 complaints – up 29% – accounted for 19% of all complaints made to the council in the year to the end of March.

A separate report on “key performance indicators” for the last quarter of 2021-22 – from January to March – indicated that 651 waste collections out of 100,000 were missed, as were 1,008 recycling collections.

Residents of Brighton and Hove have raised concerns about a number of issues

The performance report states: “The service underwent a service overhaul in January 2022 with a new management structure.

“Over time, this aims to improve performance management and service handling, which will result in more reliable collections.

“Additional positions for drivers and collection operators have also been created to ensure greater resilience of the service.”

Complaints also increased for the housing repair and maintenance service, from 119 in 2020-21 to 264 last year.

During the past year, 15,702 routine repairs were carried out on time, representing 66% of the work against a target of 92%.

There was also a backlog of more than 9,000 routine repairs that accumulated as workers tackled the backlog of Covid lockdowns when only emergency work was being carried out.

A total of 1,768 “first stage complaints” were filed with the council last year, an increase of 55%.

Of these, 109 have been investigated and more than half have been confirmed.

The council said it had also received an increase in compliments, up 4% to 1,492 last year.

The Policy and Resources Committee is due to meet at Hove Town Hall at 4pm on Thursday when reports are on the agenda.

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