Agenda item

The Head of Customer Services submitted a report detailing a summary of the formal comments, compliments and complaints (3Cs) that had been logged by the Council between April 2011 and March 2012.  The report highlighted the key issues arising from these 3Cs and also presented the 3Cs action plan for 2012/13.

Members were advised that the 2011/12 target for percentage of complaints resolved within 14 days was 70%, not 90% as detailed on page 6 of the report now submitted.

The Committee was also advised that in preparing the report, an error had been discovered in the previous calculation of performance indicators caused by adding stage 2 (review) complaints to the totals.  The data in this report was confirmed as accurate and the indicators had been updated accordingly.

The Head of Customer Services provided a breakdown of the complaints performance of the Authority.  He emphasised that, considering the Council received over 1.5 million phone calls in a year, the 62 formal complaints received was a relatively low figure.

The Authority was within its targets in respect of stage 2 complaints and there had been a one third reduction in complaints overall.  Of the 19 cases registered with the Local Government Ombudsman, there had been no instances of maladministration by the Authority.

Members were referred to Essential Reference Paper ‘E’ for all the corrective action that had been taken following the receipt of complaints, which included staff training and actions taken to ensure appropriate service delivery.

Members were reminded that some complaints related to cases where Officers had acted in accordance with Council policy but the complainant remained unsatisfied with the Authority.  In some cases, there was a need to distinguish between a formal complaint and a request for service from the Authority.

Councillor D Andrews stated that 62 complaints was a low figure and constituted excellent performance.  Councillor J Mayes stated that more meaningful results would be available if performance in the report was detailed as actual figures as opposed to percentages.

Councillor J Ranger congratulated Officers on what seemed to be a very satisfactory situation regarding complaints.  He stated that there were important distinctions to be drawn when classifying contact with a resident as a complaint, particularly in relation to statutory planning matters and cases brought before the Standards Committee.

Councillor J Wing referred to planning and stated that the system was imbalanced as there was no third party right of appeal.

Councillor J Wing stated that the seemingly good performance should not lead to complacency and the Authority should be careful in analysing such data.  He commented that there were groups that, whilst reluctant to raise formal complaints if they were dependent on continuing grant or aid from the Council, were none the less dissatisfied with aspects of the Authority.

Councillor Wing raised a particular concern in respect of the lack of grant support from East Herts for bringing the Great Bed of Ware to Ware.

The Head of Customer Services stated that the actions taken to resolve complaints ranged from a basic delivery of service to one to one training or a team meeting.  The number of complaints was small and many were down to minor errors by Officers rather than an indication of a serious problem.

Councillor T Page requested that this report be further developed to outline what, if any, improvement actions needed to be taken across the Authority.  Councillor J Ranger stated that a press release should be issued explaining what areas were inside and outside the control of the Authority, for example the regulations regarding Development Control were not set by East Herts Council.

Councillor J Wing commented that complaint resolution was not helped when the adjudicator was the Head of Service for the service involved.  The Head of Customer Services explained that Directors would often adjudicate, such as when a complaint was made about a Head of Service.  Members were also advised that planning professionals were often required to adjudicate when a complaint related to complex planning issues.

Members requested that future reports draw a closer link between complaints, remedial actions and outcomes.  This was supported.

The Director of Internal Services stated that many complaints were down to basic human error and training could easily correct such situations.  He emphasised however, that some complaints were very difficult to resolve if Officers had followed appropriate procedures in line with Council or Government policy and it was the underlying policy which the complainant objected to.

The Committee received the report.

RESOLVED – that (A) the report be noted; and

(B)   future reports draw a closer link between complaints, remedial actions and outcomes; and

(C)   the actions detailed in the report be supported.