Agenda item

Report of the Interim Corporate Director, Neighbourhood Services.

The Committee considered a Joint Report of the Assistant Chief Executive and Corporate Director, Neighbourhood Services which provided details for each service grouping in relation to both statutory and non-statutory complaints, compliments and suggestions received in Quarter 3 2014/15 (for copy see file of minutes).

The Customer Relations, Policy and Performance Manager proceeded to provide detail regarding complaints, compliments and suggestions received across the council during Quarter 3, 2015/16 and it was reported that during the period the council received 641 complaints, 43 statutory complaints and 598 corporate complaints. It was further noted that the average time for service to close a complaint had reduced by 2 days and the number handled within the agreed timescale had increased by 47%. Furthermore 100% of independent investigations were being handled within the agreed timescale and the average days to close had reduced by 27 days.

It was reported that although in recent years the number of complaints received had shown a downward trend, this had slightly reversed. This was however attributable to 2 events during quarter 3; the period of heavy snowfall toward the end of December and the traffic census which had taken place during November.

With regard to the ways in which customers were reporting complaints, it was noted that there had been a shift from telephone to website contact during the quarter. In addition it was reported that process improvements continued to positively impact the way complaints were handled.

The report further provided detail regarding statutory and corporate complaints for each service grouping along with detail of those complaints which had been subjected to independent review.

The Customer Relations, Policy and Performance Manager also reported upon Local Government Ombudsman decisions and any action to be taken.

In conclusion she reported upon suggestions and compliments which had been received noting that many positive comments had been received about the staff and services provided by Durham County Council.

Councillor Wilkes raised a query regarding the 17 CAS complaints which had been fully or partially upheld and asked whether councillors and officers at an appropriate level were looking into this further to ensure that things were being done correctly.

Councillor Armstrong added that Councillors were able to approach the Corporate Director to seek information regarding case reviews, however must be appreciating of the fact, that the information was extremely sensitive and in many cases could not be disclosed.

Resolved:

That the content of the report be noted.