Agenda item

Report of the Corporate Director Regeneration and Local Services.

The Committee considered a report of the Corporate Director Regeneration and Local Services which presented the Customer Feedback: Complaints, Compliments and Suggestions report for 2016/17 Quarter 2 (for copy see file of Minutes).

It was reported that initial service reviews into 450 corporate complaints were carried out, 88% of which were reported either by telephone (45%) or via the website (43%). The average time to close these complaints was just over 6 working days. 56% of the complaints received were upheld (partially or fully).

The Customer Relations, Policy and Performance Manager advised that in addition to the above 50 statutory complaints were received. Of the 37 resolved within the quarter, 35% were upheld (partially or fully) and none of the complaints were progressed to independent investigation.

Regarding Ombudsman activity, the Local Government Ombudsman delivered decisions into 14 matters. Of these, 8 were upheld.

In addition to complaints, the council had also received 201 compliments, 46 suggestions and 84 comments in relation to decision making.

Councillor Wilson in referencing complaints regarding staff behaviour asked whether it was recorded when customers were abusive towards staff. In response the Customer Relations, Policy and Performance Manager advised that the council maintained a Potentially Violent Persons Register (PVPR) to record such incidents. It was also noted that in cases where customers persistently were abusive towards staff there were options for escalation.

Mrs M Elliott, raised a query regarding garden waste collections and queried whether there would be any option to bring forward collections into March as the milder weather now meant that many were cutting back and pruning earlier in the year.

The Head of Projects and Business Services advised that historically collections have commenced around the Easter bank holiday weekend, although noting that this does vary from year to year. Collections had been extended into November due to requests for an additional collection, however they had not received any requests as yet for collections to start earlier. He further advised that there were budgetary constraints to consider and many customers had signed up for a three year deal.

Further discussion ensued regarding the differences in complaints and those which were focused around service quality or communication. It was reported that work was currently ongoing with the CRM team on providing more detail within the system.

Councillor Martin commented that he was concerned regarding the two independent investigations into building control and added that he had been hearing complaints regarding the service. He asked whether this was as a result of a lack of capacity and resources within the team. The Customer Relations, Policy and Performance Manager advised that she would follow this up after the meeting.

Councillor Batey raised a query regarding compliments and whether the low number received was as a result of compliments being directed directly to staff rather than through managers or being inputted via CRM system. The Customer Relations, Policy and Performance Manager advised that it was known that there was under recording of compliments. She further advised that Members could log compliments to the CRM system via Member support.

Resolved:

That the content of the report be noted.