Agenda item

Consideration was given to the report of the Corporate Director, Neighbourhood Services, the purpose of which was to present performance in relation to complaints, compliments and suggestions for quarter 4 and year end for the financial year 2011/12 and to highlight any learning outcomes resulting from them. In addition the report provided an update in relation to developments in the collection, monitoring and management of complaints (for copy see file of Minutes).

The Service Development Manager was in attendance to deliver the report and an overview presentation of the statutory, non statutory and Local Government Ombudsman complaints received throughout the period (for copy of slides see file of Minutes).

In response to a question from a member, the Service Development Manager advised of the circumstances when compensation would be paid to a complainant and the associated criteria.

The Service Development Manager also advised on the timetable for the garden waste scheme.

It was acknowledged that issues regarding the Council’s telephone systems were successfully being addressed and any remaining issues were being dealt with.

The Chair commented that she felt a lot of progress had been made with input from the Standards Committee, in addressing issues with the handling of, and responding to, complaints and the work of the Corporate Complaints team was acknowledged.

Resolved:

That the report be noted.