Issue - meetings

Arising from a report of the Group Manager for Business Transformation and Customer Engagement, the Scrutiny Committee had recommended that the revised policy be approved.

Arising from a report of the Group Manager for Business Transformation and Customer Engagement, the Scrutiny Committee had recommended that the revised policy be approved.

The Customer Services Manager outlined the contents of the report stating that the policy last reviewed in September 2015 highlighted the key requirements for recording and dealing with complaints, which remained unchanged in the revised document. The policy continued to set out the standards and timescales that customers expected when providing feedback to the authority, it also provided standards for staff in dealing with complaints and any feedback.  The policy had been updated to reflect changes in the structure and to show that stage 1 complaints would be dealt with by Services Managers and stage 2 complaints by Group Managers or a member of the Leadership Team.  The policy also reflected the change of contact details for the Ombudsman.

RESOLVED that the recommendation of the Scrutiny Committee be approved.

(Proposed by Cllr C R Slade and seconded by Cllr P H D Hare-Scott)

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

To receive a review of the Complaints Policy from Group Manager for Business Transformation and Customer Engagement

The Committee received and NOTED a *review of the Complaints and Feedback Policy from Group Manager for Business Transformation and Customer Engagement.

She outlined the contents of the review and stated that the key requirement remained unchanged and that the policy provided the standards in which staff dealt with complaints.

Members requested that the policy include further information on the aims and objectives and how confidentiality was assured.

It was RECOMMENDED to the Cabinet that the revised Complaints and Feedback Policy be approved.

(Proposed by the Chairman)

Note: *Review previously circulated and attached to the minutes