Issue - meetings

The Executive Member for Development Management and Council Support submitted a report that summarised the comments, compliments and complaints received between April 2015 and March 2016.  The report also highlighted the key issues, remedial action and learning arising from the comments, compliments and complaints received.  Members were invited to note the updated Corporate Complaints Procedure.

The Customer Services Manager detailed a number of key points and definitions that were referred to within the report.  She highlighted a number of complaints that had been received and detailed the involvement with the Office of the Information Commissioner (ICO).

The Manager detailed the percentage of complaints that been upheld at stages 1and 2.  She stated that the number of complaints received was very low when considered in the context of the volume of phone calls, e-mails and bin collections the Authority was involved with.

Members were advised that the new complaints champions would be meeting with Heads of Service as part of an information review regarding the recording of compliments, comments and complaints.

The Customer Services Manager responded to a query from Councillor M Casey by detailing the nature of the complaints referred to in paragraph 2.3 of the report.  She also advised Councillor R Brunton of the process whereby the local ombudsman got involved and how they considered any cases that were referred to them regarding East Herts Council. 

The Manager responded to a number of other queries from the Committee regarding how Officers processed comments, compliments and complaints.  Members received the report and approved the recommendations now detailed.

RESOLVED – that (A) the report be received;

(B)   the actions in respect of ‘Comments, Compliments and Complaints’ be noted;

(C)   the comments, compliments and complaints recording process be re-aligned with the new structure;

(D)   the departmental complaints champions be reviewed and updated;

(E)   the current system for the recording of compliments, comments and complaints is adequate and should not be reviewed; and

(F)   a request for service should not be logged as a complaint.