Issue - meetings

The Head of Information, Parking and Customer Services submitted a report that provided a summary of the formal comments, compliments and complaints received between April 2013 and March 2014.  The report also highlighted the key issues, remedial action and learning arising from these comments, compliments and complaints. 

Members were advised that the recommendation in respect of the updated corporate complaints procedure was no longer required as the procedure had been approved by Corporate Management Team (CMT).

The Committee was advised that no matters raised with the Local Government Ombudsman had been upheld.  The total volume of complaints between April 2013 and March 2014 had increased slightly to 84 against 69 for the previous year.  Members were reminded that the Authority received in excess of half a million phone calls each year.

Members were advised that the reason for the number of complaints being upheld in Finance and Support Services continued to reflect the significant increase in volumes of calls and correspondence within the Revenues and Benefits Shared Service.

Members were advised that the number of complaints received within Waste and Recycling, Grounds Maintenance, Parking and Customer Services were higher than previously experienced.  Following a review, no key issues were found to account for the slight increase.

In response to a query from Councillor J Mayes, the Head of Information, Parking and Customer Services advised that all complaints were considered by Officers no matter how they were received.  Officers were however, reliant on a complaint being received before a customer’s concern could be considered.

Councillor G Williamson commented on whether enough resource was available for the Revenues and Benefits Shared Service.  The Director of Finance and Support Services advised that more resources of a temporary nature had been allocated to customer support and the back office, but the long term sustainability of this needed to be considered.

Members were advised that the workload had not decreased as originally anticipated, so on–going additional resources for the shared service will need to be considered, in terms of the main shared service as well as customer support staff.

Councillor J Wing cautioned against complacency and stated that some members of the public viewed decisions of the Authority in a bad light but did not complain about policies based on a resigned acceptance of decisions that were based on Council policy.

The Committee received the report.

RESOLVED – that the report in respect of the April 2013 to March 2014 review of ‘Comments, Compliments and Complaints’ be received.