143 ANNUAL REPORT OF COMPLIMENTS, COMMENTS AND COMPLAINTS (1.03.57) PDF 322 KB
Members to review the annual report of Compliments, Comments and Complaints previously presented to the Cabinet on 7th January 2020
Minutes:
The Committee had before it and NOTED a *report of the Corporate Manager for Business Transformation and Customer Engagement providing information on compliments, comments and complaints received as part of the 2 million plus contacts with customers in 2019/2020.
The Corporate Manager for Business Transformation and Customer Engagement outlined the contents of the report and explained that during the pandemic there had been a significant reduction in telephone contact with the Council. There had been an increase in on line contact and more compliments had been received.
In response to questions asked she explained that the number of compliments had not been detailed to service level and that Member compliments to staff were only included if details had been received by the Customer Services team.
Members then discussed the number of complaints which had been escalated to the ombudsman and noted that only one had been upheld. They acknowledged that the Council was comparing well to other authorities and that there did not seem to be an issue with complaint resolution.
Note: *Report previously circulated and attached to the minutes