Issue - meetings

To receive a report of the Group Manager for Business Transformation and Customer Engagement providing an annual update on complaints, comments and compliments which had previously been considered and noted by the Scrutiny Committee.

The Cabinet had before it and NOTED a report of the Group Manager for Business Transformation and Customer Engagement providing an update on complaints, comments and compliments received as part of the 1.7 million contacts with customers in 2017/18.

The Customer Services Manager outlined the contents of the report highlighting how the complaints, compliments and comments were recorded through the CRM system in accordance with the corporate complaints policy.  She outlined the number of complaints received and provided information with regard to complaints to the Ombudsman which were highlighted within the report.

Consideration was given to calls to mobile phones which were not logged on the system, thus increasing the number of calls to the authority.

Note:  *Report previously circulated, copy attached to minutes.

To receive the Ombudsman report of Complaints and the annual Customer First report of Complaints, Comments and Compliments presented by Group Manager for Business Transformation and Customer Engagement.

The Committee received and NOTED the Ombudsman *report of Complaints and the Annual Customer First report of Complaints, Comments and Compliments presented by Group Manager for Business Transformation and Customer Engagement.

She outlined the contents of the report and explained that all customer complaints were logged onto a database and that customers received an acknowledgement within three working days. She stated that the report provided a summary of the contact that the Council had with its customers.

Members requested the following information:

·         How many complaints about dogs actually lead to a prosecution

·         Volumes of communication by channels (phone, post, email etc.)

Note: *Report previously circulated and attached to the minutes