Council and elections

If something goes wrong or you are not happy with our services, please tell us. 

It is important that we hear from you first-hand. You can highlight problems that we might have missed. 

We can then try to resolve your complaint quickly or give you an explanation about a decision we've made. This can prevent the same problems from happening again and will help us provide better services.

We aim to handle complaints in a way that is:

• respectful
• fair
• clear and transparent
• sensitive to people’s experiences.

Making a complaint will not affect how you are treated or the services you receive from us.

Anyone who receives, requests, or is directly affected by one of our services can make a complaint.

This includes someone making a complaint on behalf of another person, such as a relative, friend, advocate or advisor. If you’re doing this, we will usually need the person’s consent.

You can complain about things like:

• a failure or refusal to provide a service
• the quality or standard of a service
• delays in providing a service
• how a policy has affected you or someone else
• how laws, procedures, or guidance have been applied
• how administrative processes have been followed
• the conduct or attitude of a member of staff or a contractor
• a decision you disagree with (unless there is a separate appeals process).

Your complaint may involve more than one service or someone else working on our behalf.

If your complaint is about a care service, you can choose to complain to us or the Care Inspectorate. 

Find out how to make a complaint about a registered care service on the Care Inspectorate website.

What we cannot deal with through our complaints process

There are some things we cannot deal with through our complaints handling process. 

Examples include:

• a first-time request for a service
• a first-time report of a fault, for example, potholes or street lighting
• issues that are going through court or a tribunal
• matters where there is a separate legal or statutory appeals process such as council tax appeals, planning appeals, or appealing a parking fine
• Freedom of Information requests (FOIs), Subject Access Requests (SARs), requests for environmental information, or questions about data protection
• staff grievances or recruitment concerns
• a concern raised internally by a member of staff, such as a whistleblowing concern
• a concern about a child’s safety or an adult's safety
• asking us to reopen or reconsider a complaint where we have already given our final decision
• abuse or allegations about our organisation or staff that cannot be substantiated
• issues about organisations we are not responsible for.

If you are not sure if something is covered by our complaints process, contact us and we can help.  We’ll explain what you can do and help you find the right route.

Contacting the service directly

It’s often quicker to raise your concern directly with the service involved. A member of staff may be able to resolve the issue straight away.

The best way to contact us about one of our services is by visiting the service’s page on our website.

Timescales for making a complaint

Normally, you need to make a complaint within 6 months of the issue happening, or within 6 months of you becoming aware of it.  

We might be able to make exceptions in some circumstances. If you think this applies to you, let us know and we will take it into account.

What you need to tell us

When you contact us, it helps if you can tell us:

• your name and contact details
• what happened
• how this affected you
• what you would like us to do to put things right.
   

Make a complaint online

You can also make a complaint by phone, email, or in writing.

Let us know if you need information in a different format, language, communication method, or additional support.

If you find it difficult to explain or write things down, we can support you with this.

Or, if you would prefer, someone you trust such as a friend, relative, or advocate can support you or make a complaint on your behalf, with your consent.

An advocate is an independent person or organisation who can help you express your views and make sure your voice is heard.

You can find out more through the Scottish Independent Advocacy Alliance.            

You can also get free, independent and confidential advice from Citizens Advice Scotland.

We will triage all complaints to see whether they require a Stage 1 frontline response or Stage 2 investigation. Some complaints go straight to Stage 2 if they are more complex, or relate to specific areas, such as social work services. 

We can only give you a direct response. If you make a complaint anonymously, we cannot give you a direct response unless you’ve provided us with contact details.

Stage 1: Frontline response

Where possible, we’ll try to resolve your concern quickly, sometimes at the point you raise it. 

This may include 

• an explanation
• an apology
• action to fix the issue.

We’ll respond within 5 working days if we cannot do this straight away.

You can ask us to escalate it to an investigation if:

• you’re not satisfied with our response
• your complaint is more complex
• it has not been resolved.

Stage 2: Investigation

If you want us to investigate your complaint, contact us within:

• 6 months of the issue happening or you become aware of it
• 2 months of receiving your stage 1 frontline response.

At this stage, we’ll:

• acknowledge your complaint within 3 working days
• make sure we have all the details we need from you so that we can investigate fully
• look into the issue in more detail
• keep you updated on progress either on MyAccount or through the contact details you’ve given us.

We normally provide a full response within 20 working days. If it takes longer, we’ll explain why and agree a new timescale with you.

We may also suggest other ways to resolve the issue, such as mediation, if it’s appropriate.

If you are not satisfied once the investigation is finished, you can ask the Scottish Public Services Ombudsman (SPSO) to review your complaint.

The SPSO is an independent organisation.

You can contact them if:

• you have completed our complaints process
• your complaint was made within 12 months of the issue
• your case is not being considered by a court or tribunal.

You can contact the SPSO online, by phone or in writing. They’ll ask you to go through a checklist to work out if they can help. They may also ask for copies of key documents, such as your original complaint and our final response.

If your complaint cannot be reviewed by the SPSO, we’ll explain what other options may be available.

Our Marketing and Communication Strategy sets out the council's marketing and communications priorities for the period 2024 to 2027.

Our strategy supports the delivery of the outcomes in our Council Plan. It sets out the communications values and principles, and actions we'll take to deliver our objectives. 

The strategy also supports the delivery of the Chief Executive's Service Improvement Plan.

Supporting information, data, and feedback

Renfrewshire Children's Services Partnership (RCSP) has developed a suite of supporting documents to inform and strengthen the new RCSP Plan. 

These resources bring together local data, insight from children and young people, and feedback from partners to help shape our shared priorities for the year ahead.

We believe that every child in Renfrewshire matters and we want their journey to adulthood to be a safe, healthy and nurturing experience.

Every child should be respected and supported to achieve their full potential. Services working with children and their families will work together to achieve this.

What this EQHRIA has found

Although sustainable travel aims to promote an inclusive model of travel options for all, it's recognised that the variety of options will not always be the same across all work locations. 

For example, there are pool bikes and cars available at Renfrewshire House, Underwood Road, and Johnstone Town Hall. However, it is not feasible to provide these at every council building. 

In those instances, staff are expected to adhere to the travel hierarchy and use the next most appropriate method of travel based on what is available.

A significant aspect of the project is the use of pool cars. 

It is acknowledged that these vehicles may not be suitable for staff members with a disability. 

It is recognised that some employees, prior to sustainable travel, have always used their own car for business duties and have therefore become used to claiming mileage expenses. 

What happens next

The project team are ensuring that any staff member with a disability can access and use a suitable vehicle, and this does not act as a barrier to them accessing the scheme. 

The project team and lead service will liaise with managers relating to any concerns around claiming mileage expenses.

Although the staff travel hierarchy outlines how staff should prioritise methods of travel, it is accepted that this cannot always be applied based on individual circumstances. For example, a heavily pregnant woman would not be expected to use a pool bike. 

Pool vehicle utilisation, feedback from users, and business mileage will all be monitored to review the success of the project.

More information

For more information on this Equality and Human Rights Impact Assessment (EQHRIA), email EQHRIA@renfrewshire.gov.uk 

This EQHRIA is assessing the sustainable travel project. 

The purpose of this project is to maximise sustainable transport opportunities to deliver an inclusive, affordable transport system that provides choice for all. 

The project will focus on developing a planning model that encourages a more sustainable travel culture across the council through the promotion of active and low-emission travel options, supported by a clear and reviewed hierarchy of travel.

The project will consider initiatives aimed at both travel to work (commuting) and travel between work locations (business travel). 

By addressing both commuting and business travel, the project aims to:

• reduce emissions
• promote active travel
• improve transport choice
• establish a more sustainable travel culture across the council.

What this EQHRIA has found

Overall, no negative impacts have been identified, as this project positively enhances service delivery.

Positive impacts have been identified for people living in poverty or facing socio-economic disadvantage through increased access to intensive housing support. 

Many requests for improvements focus on communal gardens, which particularly benefit specific groups. For instance, older residents and those with disabilities may find it easier to move around in well-maintained areas, while younger residents have safer outdoor spaces to play.

Disabled tenants and older adults who are unable to look after and maintain their garden will also benefit through targeted garden maintenance. 

What happens next

Specific NETT Employability Outcomes & Outputs will continue to be monitored by the Invest in Renfrewshire team.

Monitoring metrics that the initiative will report on are:

• age profile
• progress towards sustainable job outcomes
• eligible employability priority groups
• social housing clients.

More information

For more information on this Equality and Human Rights Impact Assessment (EQHRIA), email EQHRIA@renfrewshire.gov.uk 

The Estate Maintenance Project focuses on optimising estate management services in Renfrewshire, specifically enhancing the grass cutting, garden maintenance and hedge trimming services for council tenants provided by our neighbourhood services.

Key initiatives include:

• Common Maintenance Programme (CMP): this programme delivers essential maintenance services, including grass cutting, hedge trimming, and weed management for 232 accommodation blocks from April to October, ensuring safe communal areas
• Garden Assistance Programme: this service offers free garden maintenance for council tenants aged 60 and over, or those under 60 with a disability that prevents them from looking after their gardens
• Void Maintenance: this initiative manages vacant council-owned properties until they are re-let or demolished, ensuring they remain tidy and safe
• HRA (Housing Revenue Account) Open Space Grass Panels: this programme provides bi-weekly grass cutting and edging for open spaces near council housing, enhancing their appearance and usability
• Neighbourhood Environmental Training Team (NETT): NETT focuses on improving local environments while providing training and employment opportunities for residents. With a flexible and responsive approach, the NETT increases capacity to address known ‘hot spots’ in neighbourhoods. As part of this project the NETT will be expanded to enhance maintenance across 4 housing areas through environmental initiatives and effectively supporting residents of Renfrewshire in their pursuit of employment through practical training.

What this EQHRIA has found

Potential impacts arising from the introduction of the policy which requires providing evidential information may affect: 

• older people
• transgender people
• individuals who are pregnant and who’s mobility is affected
• people with a disability 
• those who are socio-economically disadvantaged.

However, any applicant who does not meet the criteria or has difficulty in providing the required evidence will be assessed on a case-by-case basis by our waste services to mitigate for such potential impacts.

What happens next

Applicants who do not meet the criteria, or who may be affected by changes to the policy, will be considered on an individual basis to ensure equity and to prevent disadvantaging the groups mentioned above.

Any communications to residents about the policy change will be communicated in an accessible manner to ensure that all service users have equitable access to clear and comprehensive information. Clear guidance will be provided on the application form and the council website. Waste services will offer support to ensure that all information is available in accessible formats, promoting inclusion and equal opportunity for all applicants.

GDPR compliant data storage will be set up with specific consideration given to how data is stored for individuals with the gender reassignment protected characteristic.

More information

For more information on this Equality and Human Rights Impact Assessment (EQHRIA), email EQHRIA@renfrewshire.gov.uk 

Currently the eligibility for assisted waste collections applies to all residents who are unable to present or retrieve their bins due to age or a physical or medical condition and do not have an adult who can do this for them. No evidence is required, and applications are assessed by waste services.

The eligibility of assisted waste collections is being changed to those who have: 

• a physical or medical condition preventing them from presenting bins, and 
• no support from physically able persons aged 14 or over in the household.

Medical evidence or a supporting letter from a social worker, paid carer, health worker, or housing officer will now be required, or evidence of receipt of benefits related to disability/mobility.

Evidence accepted includes but is not limited to:

• hospital/GP letters detailing condition
• NHS delivery notes for support equipment and personal receipts for purchased support equipment. 

Additionally, proof of date of birth (such as a birth certificate, passport, bus pass) and proof of address (such as a utility bill, hospital/GP/dentist appointment letters) will be required.

What each service improvement plan includes

The plans identify how each department will improve the services they provide to make them more efficient.

Each plan includes:

• the individual services in that department
• transformation and financial sustainability
• resources and risks
• data strategy
• the service improvement context
• other key plans, strategies and reports
• key priorities
• looking ahead: focus for 2026 and 2027
• delivering the council plan.

Our service improvement plans detail the activities of each of the 4 Council departments and how they contribute to the successful delivery of Renfrewshire Council’s Plan and the Renfrewshire Community Plan.

Our current Council Plan

Each council plan covers 5 years  and our current plan runs from 2022 to 2027.  

We keep it under review so that if circumstances change , we can make sure our actions are still targeted at the right priorities.  

We updated the current plan in 2024.

Find out:

• what we mean by our strategic outcomes 
• details about our priorities
• what actions we will take to achieve lasting positive change across our strategic outcomes.

Council Plan Performance Framework

You can also read about how we measure our progress and get an understanding of how we are doing with our Council Plan Performance Framework.

Our Council Plan sets out how we will work with communities, partners and businesses to make lasting, positive change across Renfrewshire.

Creating a fairer Renfrewshire built on innovation, wellbeing and opportunity.

We group our actions under these 5 strategic outcomes:

• place
• economy
• fair
• green
• values.

Sitting alongside these we have cross-cutting theme of improving outcomes for children and families.  The theme of 'improving outcomes for children and families' will be important throughout these strategic outcomes.

Grouped under each outcome area are the high-level priorities we will focus on. 

Background information

The Scottish Government are transitioning to 'a net-zero emissions Scotland for the benefit of our environment, our people, and our prosperity.'

The world-leading climate change legislation in Scotland sets a target date for 2030 for a 75% reduction in greenhouse gas emissions and net-zero emissions of all greenhouse gases by 2045 - with the aim of ending our contribution to climate change, definitively, within one generation.

In June 2019, there was cross-party support for a council motion which declared a climate emergency in Renfrewshire and a working group was set up with members of all political parties to make recommendations on how to make Renfrewshire net zero by 2030. - now formalised in our Planning and Climate Change Policy Board.

Planning and Climate Change Policy Board

Decisions around climate change are taken at the Planning and Climate Change Policy Board, with meetings take place every 2 to 3 months.

Previously, a Climate Change Sub-Committee was in place made up of cross-party elected members who worked closely with officers to steer the direction of our response to the climate emergency.

The Edinburgh Declaration

The Edinburgh Biodiversity Declaration is an international agreement to ensure action is taken at all levels to protect biodiversity and has been led and supported by the Scottish Government.

We have signed up to the declaration in Renfrewshire and recognise our duty to protect and enhance biodiversity.

Read more about the Edinburgh Declaration (Scottish Government).

Renfrewshire's plan for net zero

Our Plan for Net Zero sets out the strategic framework required to work towards our ambitious climate change targets in Renfrewshire.

It outlines the reasoning, research, themes, actions and next steps required as we work towards becoming net zero by 2030.

As a Council, we are taking a leadership approach, working across our Council services, and with our local businesses, stakeholders and the local community, to make the radical, but essential, changes needed.

Read more about our Plan for Net Zero.

Renfrewshire Climate Panel

We want to engage with the local community on green issues and use the knowledge and enthusiasm of local people to shape our response to the climate emergency.

We have recruited a cross-section of the local community to form the Renfrewshire Climate Panel and they help us make decisions, ensure that our strategy is the right one for Renfrewshire, and are the driving force locally of our climate change ambitions.

Recruitment took place via a Climate Change Survey issued to residents in August 2021 and the first meeting took place in November 2021. The group has continued to meet regularly to receive updates on the ongoing work and to help shape future decision-making.

Biodiversity

We are creating wildlife-friendly environments as part of the Council's ambitious commitment for Renfrewshire to work towards net zero by 2030.

The first eight areas to be transformed, as agreed by the Infrastructure, Land, Environment and Policy Board were in Linwood, Erskine, Johnstone, Inchinnan, Lochwinnoch and Paisley and the projects included roadside wildflower corridors, wildflower areas and new native tree planting.

Take a look at our current biodiversity projects in Renfrewshire.

We will continue to engage with communities on further biodiversity areas throughout Renfrewshire.

Support the Ren Zero campaign

To reach the area's ambitious goal of becoming net zero by 2030, we will need to take a collaborative approach with communities, businesses, partners and organisations all working with us to make the radical, but essential, changes required.

So, please show your support for the campaign by using our brand toolkit.

Contact us if you want logos, an event poster advertising, a supporter poster, a PowerPoint presentation template, and more.

We're always looking for more community members, businesses, groups and organisations to be champions for the campaign and share best practice so please get in touch and be part of Ren Zero.

COP26

COP26 was the 26th UN Climate Change Conference of the Parties (COP26) and was held in Glasgow from 31 October to 12 November 2021.

The summit brought parties together to accelerate action towards the goals of the Paris Agreement and the UN Framework Convention on Climate Change.

The Paris Agreement of 2015, which 196 countries signed, committed to holding the increase in the earth's temperature to well below 2 degrees and to pursue efforts to limit the temperature increase to 1.5 degrees.  It was hailed as equitable and ambitious, with each country doing its share to meet the 2 degrees goal

The COP26 Glasgow Climate Pact

Climate justice is critical: Those who have contributed least to climate change are being impacted most.  COP26 agreed increased support for developing countries to help investment in green technology and also for adaptation to the impacts of climate change. The Scottish Government was described as breaking 'the taboo' around direct financing for less developed countries facing climate consequences they did little to cause, becoming the first country pledging funding for loss and damage.

Acceleration of target dates: There was agreement for all countries to revisit and strengthen their current emissions targets for 2030 by the end of 2022 in order to limit dangerous warming; and a pledge to halt and reverse deforestation and land degradation by 2030

Annual reporting needed: 2030 is only 8 years away, so annual reporting was agreed for more accountability and to monitor progress closely to keep agreements on track

And a huge shift: The Glasgow Agreement from COP26 is the first time fossil fuels have been explicitly mentioned in a UN climate agreement.  The Paris Agreement didn't specifically mention oil, coal, gas or fossil fuels. The Glasgow Agreement signals shifting away from fossil fuels, with phase down of coal and phase out of fossil fuel subsidies.

In addition, 5 key goals on clean energy have been dubbed the 'Glasgow breakthroughs' and cover more than 50% of global emissions.

These are:

• making clean power the most affordable and reliable option
• zero emission vehicles to be accessible and affordable in all regions
• near zero emission steel production
• affordable renewable and low carbon hydrogen to be globally available
• climate resilient, sustainable agriculture to be the most attractive and widely adopted option for farmers everywhere.

We worked closely with our colleagues at Glasgow City Council and in the Glasgow City Region to support the summit and will continue to ensure Renfrewshire is represented wherever possible to ensure that we can feel the benefits of having had an international event so close to home.

Read about what was agreed at COP26.

Read about the background to Net Zero, Planning and Climate Change Policy Board, the Edinburgh Declaration, our plan for net zero, and the Renfrewshire Climate Panel.

Let's do Net Zero

The Scottish Government's campaign to support the aim of Scotland becoming net zero by 2045.

It outlines how you can make changes in your life at home and on the go to help achieve this goal, including active travel, eating greener, electric vehicles, home energy and recycling, and what's happening nationally.

Find out more about Let's do Net Zero.

Funding to make homes more energy efficient (ECO4 flex)

The Energy Company Obligation (ECO4 flex) is a scheme where funding available to make eligible homes in Renfrewshire more energy efficient.

Find out more about ECO4 flex.

Climate Ready Clyde

A cross-sector initiative funded by the Scottish Government and 15 member organisations, including Renfrewshire Council, to create a shared vision, strategy and action plan for an adapting Glasgow City Region.

The campaign aims to create the conditions for a regional transformation, building our collective evidence base and capacity, and has the produced Glasgow City Region's first Adaptation Strategy and Action Plan to make it happen

Find out more about Climate Ready Clyde.

Adaptation Scotland

Adaptation Scotland provides advice and support to help Scotland be prepared and resilient to the effects of climate change.

They help public sector, businesses and communities to understand what climate change will mean across Scotland, and identify the best way for you to plan for the impact - taking the opportunities and preparing for the risks.

Find out more about Adaptation Scotland.

Keep Scotland Beautiful

The national environmental charity supports you to understand and take action to combat climate change.

Find out more about Keep Scotland Beautiful.

Zero Waste Scotland

Zero Waste Scotland have set out a new five-step plan to show the public, private and third sector how to build back better after coronavirus and meet our joint obligations on ending the climate crisis at the same time.

Find out more about Zero Waste Scotland.

Nature Scot

The lead public body responsible for advising Scottish Ministers on all matters relating to the natural heritage, including climate change and biodiversity, with their purpose being to:

• promote, care for and improve our natural heritage
• help people to enjoy nature responsibly
• enable greater understanding and awareness of nature
• promote the sustainable use of Scotland's natural heritage.

Find out more about Nature Scot.

Find out about our partner Net Zero projects.