Issue - meetings

To receive an update on reporting of Complaints, Comments and Compliments

The Committee had before it, and NOTED, a *report from the Corporate Manager for Business Transformation and Community Engagement providing an update on complaints.

The officer explained that the update followed on from the previous report presented to Scrutiny and that there has been a slight decline in some of the results. As a result of this she confirmed action being taken which included:

·         Refresher training

·         Replacement CRM system in the future

·         Replacement complaints system in the future

·         Housing Complaints would be reported to the Homes PDG

Consideration was given to:

·         The ability for managers to spot check complaints would be investigated

In answer to public question asked the Corporate Manager for Business Transformation and Community Engagement stated:

·         Policies and processes concerning complaints would not change but they would engage with a new CRM system

·         Closed complaints were not currently followed up but this could be introduced with the new systems

Note: *report previously circulated and attached to the minutes