Test results for Complain about something the council has done
Here is the table of test results for this task. The score on each row is out of a possible total of 20, and the importance column is a rating of 1-5 according to how important testers considered being able to complete this task was.
Filter within results: or click headings to sort.
| Council | Navigation | A-Z | Site search | Score | Tests | Importance | |
|---|---|---|---|---|---|---|---|
| Birmingham City Council | Very easy | Very easy | Very easy | Very easy | 20 | 3 | |
| Birmingham City Council | Very easy | Very easy | Easy | Easy | 16 | 3 | |
| Birmingham City Council | Easy | Very easy | Very easy | Very easy | 3 | 3 | |
| Birmingham City Council | Very easy | Very easy | Very easy | Easy | 13 | 3 | |
| Birmingham City Council | Difficult | Difficult | Difficult | Difficult | 4 | 3 | |
| Blackburn with Darwen Council | Untested | Very easy | Very easy | Easy | 8 | 3 | |
| Bracknell Forest Council | Very easy | Very easy | Easy | Difficult | 14 | 3 | |
| Bradford Council | Difficult | Very easy | Very easy | Very easy | 16 | 3 | |
| Brent Council | Easy | Difficult | Difficult | Gave up | 2 | 3 | |
| Carlisle City Council | Very easy | Very easy | Very easy | Very easy | 15 | 3 | |
| Cheshire East Council | Easy | Gave up | Very easy | Easy | 8 | 3 | |
| Corby Borough Council | Very easy | Very easy | Very easy | Very easy | 5 | 0 | |
| Coventry City Council | Easy | Easy | Very easy | Difficult | 12 | 3 | |
| Coventry City Council | Easy | Very easy | Very easy | Very easy | 18 | 3 | |
| Dudley Metropolitan Borough Council | Difficult | Very easy | Very easy | Difficult | 2 | 5 | |
| East Lothian Council | Difficult | Gave up | Very easy | Easy | 1 | 3 | |
| Harrow Council | Difficult | Very easy | Very easy | Very easy | 6 | 3 | |
| Harrow Council | Difficult | Very easy | Difficult | Difficult | 3 | 5 | |
| Ipswich Borough Council | Easy | Easy | Very easy | Easy | 14 | 3 | |
| Kingston Council | Difficult | Very easy | Very easy | Very easy | 11 | 5 | |
| Lambeth Council | Very easy | Easy | Very easy | Easy | 16 | 3 | |
| Liverpool City Council | Very easy | Very easy | Very easy | Difficult | 16 | 3 | |
| Manchester City Council | Difficult | Very easy | Easy | Easy | 7 | 3 | |
| Newcastle City Council | Very easy | Very easy | Very easy | Very easy | 20 | 3 | |
| Pendle Council | Gave up | Difficult | Easy | Very easy | 1 | 3 | |
| Plymouth City Council | Difficult | Very easy | Easy | Easy | 7 | 3 | |
| Royal Borough of Kensington and Chelsea | Very easy | Gave up | Very easy | Very easy | 12 | 3 | |
| Royal Borough of Kensington and Chelsea | Gave up | Very easy | Very easy | Gave up | -6 | 3 | |
| Salford City Council | Very easy | Very easy | Very easy | Very easy | 5 | 1 | |
| Wandsworth Council | Gave up | Very easy | Very easy | Very easy | -3 | 5 | |
| Wandsworth Council | Difficult | Very easy | Very easy | Very easy | 6 | 3 | |
| Wandsworth Council | Easy | Difficult | Very easy | Very easy | 9 | 3 |
Specific comments made about this task
Birmingham City Council - 2016-07-14
Calling the complaints form 'Your views' threw me a bit
Blackburn with Darwen Council - 2017-09-28
Too many words on page but form easy to get to as link at top of the page.
Bradford Council - 2014-03-24
From the home page clicked on Have my say but complaints wasn't there.Then used I want to contactlink from homepage and again nothing obvious for complaints
Coventry City Council - 2014-02-04
The navigation from the home page was easy but for other people, it may not be so eays because the other options on the side could be another colur so that they stand out more and are noticed. These boxes need to look different so that we know it isn't the same as those found on the home screen. For example, the colour could be instead of the normal blue, it could be pink or green. The A-Z, Internal and Google search were very easy.
Dudley Metropolitan Borough Council - 2018-08-28
I didn't expect to have to register an account to make a comment to the council about their website.
Harrow Council - 2013-12-17
Maybe not as hard as difficult, but harder than easy!
Ipswich Borough Council - 2014-06-18
Form was easy to fill in with ease
Lambeth Council - 2014-06-07
A-Z - nothing under complaints, but there was 'contact us' which was fine.
Internal search - result I wanted came 5th, under more specific complaints pages (complain about the council tax service)
Manchester City Council - 2013-12-17
Way down at the bottom of the page, then difficult to find the right form; search for 'complaints' ok, search for 'complain' not so good.
Pendle Council - 2020-08-18
I'm genuinely shocked to have been unable to find a complaint or contact form navigating from the home page!
When I did find the complaints form via the A-Z index (which itself I stumbled upon purely by accident) I was further shocked to discover giving my personal details is mandatory in order to complain, which is surely a data protection breach?
The internal search took me to a very long page talking about service standards before I could see the link to the form
Royal Borough of Kensington and Chelsea - 2016-07-20
Such a shame because it was easy to find what I assumed to be the correct page with a link to what I assumed to be the correct form - but the form link was just a loopback link to the page itself without letting me get to the form.