7 Complaints Policy PDF 153 KB
To receive a report from the Head of Digital Transformation and Customer Engagement on the Complaints Policy.
Additional documents:
Minutes:
Cabinet had before it a report * from the Head of Digital Transformation & Customer Engagement on the Complaints Policy.
The Cabinet Member for Working Environment outlined the contents of the report with particular reference to the following:
· The review of the policy was delayed due to the design timeline of the new Customer Relationship Management (CRM) system and a subsequent consultation on, and implementation of, a revised code by the Local Government Social Care Ombudsman (LGSCO) which came into effect on 1 April 2024.
· Stage one and two complaints would have a default response time of 10 working days from the date of acknowledgement, unless agreed with the senior officer responsible or their deputy as outlined in the policy.
· Implementation of new Complaints and Feedback recording system, including the design and creation of new reporting/monitoring tools.
Discussion took place regarding:
· Would there be a strategic review with how and what would get reported to the Policy Development Group.
· The involvement of senior officers more regularly and reporting more frequently.
· In relation to section 10 and 11, unreasonable, unreasonably persistent, and vexatious complaints. Clarification about there being no Member oversight and ahead of the recommendation going to full Council, consideration of the relevant Cabinet Members being involved.
· If a complaint came to an individual Councillor.
RECOMMENDED to Full Council the approval of the revised Complaints and Feedback Policy.
(Proposed by Cllr J Lock and seconded Cllr J Buczkowski)
Note: * Report previously circulated.