The Council of El Poble Nou de Benitatxell celebrates the fifth anniversary of the launch of its Department of Complaints and Incidents with a historical balance that endorses the solidity, agility and high degree of resolution of this service. Between July 1st, 2025 and July 1st, 2026, the council has managed a total of 1,321 complaints, of which 1,154 incidents have been favourably resolved. This represents a resolution rate of 91 per cent of municipal competence cases (after excluding the 61 complaints in the ‘no resolution possible’ category, which relate to strictly private disputes between individuals or fall within the competences of other public administrations), reflecting an operational success achieved through a rigorous technical protocol and close cross-departmental coordination.
This direct communication channel with the neighbourhood was born in July 2021, thanks to an advanced system that incorporated the citizens’ service platform through the municipal WhatsApp number (690 96 55 97) and the incidencies@elpoblenoudebenitatxell.com email. These tools managed to break down the barriers of paperwork, promoting direct, agile and transparent feedback between residents and the local administration. The strong promotional momentum of these channels and the high rate of effectiveness perceived by citizens have resulted in exponential participation: compared to the 403 incidents handled during the first year (2021-2022), the volume of management has experienced a spectacular increase of 228%.
A coordinated and transversal internal machinery
Behind these figures stands a meticulously coordinated human mechanism. After months of internal planning and organization prior to its premiere in 2021, the department designed an agile protocol that assumes each notice as a priority. The administrative staff for dealing with complaints is in charge of giving an immediate first response to the neighbourhood confirming receipt of the incident. Subsequently, the complaint is referred transversally to the councils and the competent technicians of the Services, Environment or Waste departments of the public company Poble Net.
This system guarantees continuous supervision: in those incidents that, due to their structural complexity, require a longer resolution period in time, strict coordination is exercised to prevent them from falling into oblivion, actively informing the citizen about the progress of the process and confirming its final resolution.
«When we took over the government of El Poble Nou de Benitatxell, one of our greatest obsessions was to transform the way the Council listened and responded to its neighbours. We needed to leave behind the slow-window administration to build a close, transparent and useful council. The clear intention of the implementation of this system was to be able to be in the day-to-day life of citizens, carrying out a management of proximity and with the maximum proximity to their daily needs and demands. Today, seeing that we manage an average of between 5 and 6 incidents per day (about 26 per week) with a formidable resolution rate fills us with pride. It is not a political success, but the reflection of a great human effort in which everything from the technical staff of Services and Environment, the councils and the operators of Poble Net, to the administrative staff, are involved. It is one of the things that this government team is most proud of because it works very well and there is a great deal of work behind it,» said the mayor, Miguel Ángel García.
Analysis by typologies
The incidents demonstrate the high operational involvement of the municipality. Discounting the category of Others (which includes doubts, queries of all kinds and complaints that are difficult to classify in general, accumulating 328 complaints with a 94% resolution rate), the ranking of typologies managed during the last year is detailed below from highest to lowest volume of activity:
The breakdown demonstrates extraordinary efficiency, especially highlighting the 100% success rate in Weed Cleaning and Gardening with the 130 incidents resolved. This historic achievement responds to the profound organisational restructuring of the municipal services company Poble Net implemented at the end of 2025, which led to the creation of a specific reinforcement brigade made up of two operators dedicated exclusively to the maintenance and clearing of the Cumbre del Sol urbanisation and other residential areas, dividing the operators into teams delimited by areas and tasks for greater efficiency.
Evolution of demands: from structural problems to minor incidents
Throughout this five-year period, the nature of the registered demands has undergone a notable mutation that reflects the effectiveness of the council’s investments. At the beginning of the service in 2021, the main citizen complaints were concentrated on the state of the asphalt of the roads and the precariousness of the public lighting network.
However, after the implementation of the ambitious Asphalting Plan in Cumbre del Sol in 2022 and an investment of more than 600,000 euros (in two actions between 2022 and 2024) addressed to almost completely renewing the entire municipal lighting system to LED technology, both critical typologies have decreased considerably. Currently, although lighting continues to appear at the top of the ranking with 157 complaints, the characteristics of these demands are completely different: they no longer correspond to costly structural breakdowns, but to small blackouts or occasional failures derived from rainstorms, which the agile municipal protocol manages to solve them in 24 or 48 hours.
With this balance, the Council of El Poble Nou de Benitatxell consolidates its technological and organisational commitment to proximity, thanking the active collaboration of citizens and the commitment of all its public staff to make Benitatxell a friendlier, more modern and more efficient municipality.
