Decision details

The Cabinet had before it a report * from the Head of Digital Transformation and Customer Engagement on the Complaint and Feedback Policy.

The Cabinet Member for Service Delivery and Continuous Improvement outlined the contents of the report with particular reference to the following:

• The Complaints and Feedback policy (Appendix 1) was last reviewed in 2024.
• The policy sets out the standards and response timescales that customers would expect when providing feedback to the authority. It also provided standards for staff in dealing with complaints and feedback received.
• As a result of discussions at the Scrutiny Committee on the Annual Complaints report and Freedom of Information processing at the committee meetings of 25 November and 16 December respectively, the Scrutiny Committee had recommended delegating authority to the Head of Digital Transformation & Customer Engagement to amend the Complaints and Feedback policy.

Discussion took place with regards to:

• The change from the original recommendation.
• How any changes would be reported back to Members?
• What other mechanism were in place for Scrutiny Committee, such as the call-in.

RESOLVED that:

• Delegated authority be given to the Head of Digital Transformation and Customer Engagement to make minor legislative changes to the Complaints and Feedback Policy.

• That the Scrutiny recommendation to Cabinet be widened to give delegated authority to the Head of Digital Transformation and Customer Engagement to make changes to the Complaints and Feedback Policy in line with legislation and best practice.

(Proposed by Cllr J Wright and Seconded by Cllr S Clist)

Reason for Decision:

The Complaints and Feedback policy underpins the core values of the Council relating to People and Performance and outlines the process to measure its success with service delivery.

Note: *Report previously circulated