Stevenage Borough Council – Complaint Handling Reimagined

Stevenage Borough Council transformed its complaint handling by implementing GovMetric’s CaseTracker system in 2025. The change was driven by a need to meet the revised Housing Ombudsman and Local Government Ombudsman codes - and to deliver better services to residents.

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CaseTracker replaced an outdated system and introduced key features including automated acknowledgements, a single reference number per complaint, enhanced audit trails, and the ability to track remedial works directly in the system.

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“Since the implementation of CaseTracker, we have observed significant improvements in our complaint handling processes and overall service delivery”

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Crucially, GovMetric-powered satisfaction surveys were added at case closure, giving Stevenage a real view of what residents think of the process.

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Since implementation, the council has reported:

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• Stronger regulatory compliance

• Improved resolution times and communication

• Positive internal and external feedback

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By embedding learning from complaints and ensuring better documentation and follow-through, Stevenage is setting a new standard for local authority complaint handling.

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