COMPLAINTS to East Lothian Council have dropped by more than a third in just two years.

Council officials received 166 complaints between January and March this year, compared to closer to 300 in the same period in 2011.

Customer feedback manager Sarah Bogunovic was pleased with that aspect of the report, which was put before the council’s policy and performance review committee recently.

Ms Bogunovic said: “Considering the financial challenges being faced by local authorities in the delivery of services, the drop in the number of complaints being received and the increase in the number of compliments is encouraging.” She added that the local authority “places emphasis” on good customer service and lessons were being learnt from complaints.

However, the report was not wholly positive.

The acknowledging of complaints had increased but the time taken to respond to them was below target.

The council official said: “This has in part been due to resource difficulties in service areas, which has led to a delay in information being gathered.” Similarly, the number of complaints going on to the Scottish Public Services Ombudsman (SPSO) had jumped from 32 to 40 during 2012/13.

Nearly a quarter of those came under housing, with just two complaints partially upheld at “early resolution/initial investigation stage”.

Those related to building standards.

Ms Bogunovic added: “No concerns were raised over professional practice but the complaints were partially upheld due to administrative delays, which had already been acknowledged and apologised for.” Committee depute convener Peter MacKenzie spoke to the Courier about the issue.

He welcomed the decline in the number of complaints and also highlighted the growing number of calls being made and the use of social media.

Mr MacKenzie also looked at previous reports, including one from two years ago.

That put people’s general satisfaction with the local authority at 93 per cent, above both neighbouring Edinburgh and Scottish Borders councils.