Agenda item

Report of the Corporate Director of Regeneration and Local Services

The Committee considered a report of the Corporate Director of Regeneration and Local Services which presented the Customer Feedback: Complaints, Compliments and Suggestions report for 2016/17 Quarter 1 (for copy see file of minutes).

The Customer Relations, Policy and Performance Manager provided a summary of the report highlighting that during quarter 1, 504 complaints were received; 45 statutory complaints and 459 corporate complaints. Of the complaints handled during quarter 1, approximately half were upheld (partially or fully) and the Local Government Ombudsman delivered decisions into 21 matters, 5 of which were upheld.

She further reported that during the quarter 286 compliments, 88 suggestions and 64 comments on the council’s policies and procedures were received.

Further details were then reported in relation to statutory complaints and it was noted that during the quarter, 45 had been received; 51% relating to Children’s Services and 49% to Adult Care. A summary of the complaints received relating to those two service areas was provided and actions which had been put in place as a result of complaints received.

Moving on details were reported in relation to corporate complaints, noting that 459 corporate complaints were received during quarter 1. The main reasons for those complaints were; missed collections, staff behaviour, communication, response times and the condition of the local environment.

In conclusion the Customer Relations, Policy and Performance Manager reported upon Local Government Ombudsman activity advising that the LGO had delivered decisions into 21 complaints. Of the 21 received, 5 were upheld. She further advised that the LGO had written to the Chief Executive Officer on 21 July 2016 providing a summary of statistics on complaints made for the year ending 31 March 2016.

Councillor Bleasdale asked what action had been taken in light of complaints made regarding staff behaviour. In response the Customer Relations Policy and Performance Manager advised that any complaint against a member of staff was taken seriously and fully investigated by the manager and HR. Following the outcome of the investigation appropriate action was taken. It was also noted that Neighbourhood Services were reviewing staff training and looking at ways to help staff, particularly those who deal with refuse collections to deal with aggression and difficult situations.

Further discussion ensued regarding contamination of bins and communication with residents. It was also noted that bin wagons were also now installed with 360^o cameras and this would help in future to resolve some complaints.

Councillor Martin added that there was a lot of confusion amongst residents regarding which plastics could be recycled and added that he felt the council’s website could be clearer on this topic, by showing images of the recycling labels often found on plastics to determine whether they were recyclable material. He further added that this was a common problem across the country and suggested that councils should be putting pressure on the LGA to assist in standardising recycling across the country. Councillor Armstrong suggested that the Portfolio Holder take this matter up directly with the LGA.

In relation to a point raised regarding action taken at Stanley Louisa Centre Library to make books more accessible on shelving, Councillor Hillary queried whether this suggestion had been rolled out across all libraries. The Customer Relations, Policy and Performance Manager advised that this could be followed up.

Resolved:

That the content of the report be noted.