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The figures rocketed from 2,014 complaints in 2020/21 to 2,463 complaints the following year, with the most common reason being quality of service.

Officers revealed the figures in a report prepared for an audit and standards committee meeting this week.

In the report they said: “The overall increase in complaints is likely due to the implementation of a new complaints case management recording system, which encouraged more accurate recording of feedback and complaints.

The number of complaints made about Sheffield Council’s services has risen by 22 per cent over the past year, with the council taking nearly a month to respond to most of them.

“This included council-wide recording of complaints resolved at the first point of contact via problem solving. Other factors included the transition from the Covid-19 pandemic and media events which focused on the conduct of Sheffield City Council’s chief executive.”

What the complaints were about

Amey and Veolia, who manage highways and waste services on behalf of the council, were the targets of more than half (57 per cent) of all negative feedback but this was a decrease from previous years for these areas.

The rest (43 per cent) related to all other council services and, of those, the top three most complained about departments were ‘other’ resources (eight per cent), children’s social care (six per cent) and housing repairs (five per cent).

Complaints made about Sheffield Council broken down by service.

Resources, council housing repairs and customer services all saw a rise in complaints over recent years but resources saw the biggest jump – this was for delays.

Staff conduct, policy and legislation, access and failure were recorded as reasons for complaining as well as delays and quality of service.

What was done about the complaints

Fewer than half of complaints were responded to within 28 calendar days, and the average was 39 days.

Officers said: “Ongoing work is required across all service areas to improve response times especially in complaints managed through the corporate procedure relating to children’s social care and wider people.”

The council apologised 138 times and took a range of actions to try to remedy failures.

The Local Government and Social Care Ombudsman upheld 75 percent of complaints it investigated in relation to Sheffield Council.

Complaints will be discussed at the meeting of the audit and standards committee on Thursday, November 17.

Number of complaints made about Sheffield Council rockets partly due to Covid-19 and partygate