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The council reports our performance in the key outcomes and priorities to the public to demonstrate that we are delivering services efficiently and effectively, helping to make West Lothian a better place to live, work and learn.

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Annual Performance Report (Factfile)

West Lothian Council's Annual Report 'Factfile' provides an overview of key council activities and achievements in eight priority areas.

These eight priorities are the focus for all council services for the period 2018 to 2023 - set out in our Corporate Plan - as we work together to deliver positive outcomes for West Lothian. The council is committed to making West Lothian a better place in which to live, work and learn. Factfile provides a summary of council performance and details of the significant progress we have made each year.

Service Performance

A range of performance information is published on council services, this includes:

How are our services performing?

Council performance has been categorised by themes and under each theme are performance indicators that relate to our key outcomes and priorities. Each indicator includes a short explanatory note and where possible we provide comparisons with other comparator authorities and services.


You Said / We Did

Collecting the views of local people and community groups is important, but ensuring that these views are listened to and acted upon is at the heart of what we do.

This involves informing the public about how their views and opinions have influenced change.  We call this approach a "you said / we did" model of engagement.

See below for examples of difference your feedback has made to services across West Lothian.


West Lothian Council is committed to providing high quality customer services.

We value complaints and learn from them to help improve our services.  If something goes wrong or you are dissatisfied with our services, please tell us.

The Council's annual complaints performance report [139KB] provides information on customer complaints.  The indicators contained in this report were created to help the Council and the public to judge objectively how well complaints are handled and how they inform service improvement activity.



We value your opinions and are committed to providing you with the opportunities to have your say on the way that the council services are offered. Consultation and customer engagement are an important way of gauging public opinion and provide feedback on the way those services are offered.
Information on Forums can be found on this page.
Service standards are important for customers, potential customers, employees and management of the council. They aim to define what a customer can expect and to remind management and employees of the challenge and obligations that they face.