Is Your Council Getting the Full Picture in Social Care?

Karolis Duoba
Jun 10
2 min read

Connecting Complaints, Compliance and Citizen Feedback to Drive Better Outcomes

1. Social Care is Complex. Your View Shouldn’t Be Fragmented.

Councils have never faced a more demanding landscape in social care. Regulation 17 surveys, rising caseloads, and shifting expectations from citizens all add pressure to do more, with less — and do it well.

But partial insight leads to partial solutions.

☑️Compliance data shows what must be measured.

🎯Complaint data reveals where it’s going wrong.

💡Citizen feedback explains why.

2. Joining the dots

Feedback and complaints aren’t separate. They’re connected steps in the same journey – from early warning signs to clear calls for change.

At GovMetric, we work with social care providers to bring these two elements together. When feedback and complaints are managed as part of a single, connected process, the results speak for themselves. Providers can:

✅Spot dissatisfaction before it escalates

✅Capture the tenant voice consistently and at scale

✅Learn from complaints – not just resolve them

✅Improve services based on lived experience

This is the culture shift the sector is being asked to make. And it starts with listening. Responding. Learning.

Because this isn’t just about compliance or KPIs. It’s about trust. It’s about fairness. It’s about getting services right – and putting things right when we don’t.

3. The New AI Layer: From Insight to Intelligent Action

To truly lead with insight, GovMetric now adds a powerful AI-driven layer across the platforms:

🚀 CX Insights (Coming Soon)

Automatically analyses thousands of feedback entries to surface:

Sentiment trends
Topic clusters
Risk alerts
Instant, actionable recommendations

This saves hours of manual work, keeps leaders aligned with citizen needs, and allows teams to focus on solving problems — not processing data.

🤖 Octavia: The Complaint Agent (Coming Soon)

GovMetric’s new AI assistant for complaint management will soon handle:

Smart triage: Determine if it's a complaint or service request
Auto-acknowledgement & response generation
Smart action suggestions
Compliance-ready reporting

Unifying your complaint data with intelligent automation, Octavia helps councils shift from reactive firefighting to proactive service design.

4. Why It Matters: From Firefighting to Forward-Looking

Without a full picture, you’re always catching up. With GovMetric, you can get ahead.

✅ Spot dissatisfaction before it escalates

✅ Reduce complaint volumes and cost

✅ Deliver evidence for inspections

✅ Build trust by acting on the voice of the citizen

And remember — for every 1% drop in citizen satisfaction, there’s a 5% rise in complaints. The stakes are real.

👀 Ready to Get the Full Picture?

Your council doesn’t need more data. It needs clearer insight, smarter tools, and joined-up systems to act faster and build trust in social care.

Let’s talk about what that looks like.

If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.