Issue - meetings

Complains Summary: Quarter 1 and 2

Meeting: 05/12/2019 - Cabinet (Item 106)

106 Complaints Summary: Quarter 1 and 2 pdf icon PDF 588 KB

To consider and decide on the recommendations as set out in the attached report.

Decision:

RESOLVED – That the Council’s position on complaints performance at the end of Period 1 be noted.

 

REASON FOR DECISION:

To enable Cabinet to understand the Council’s current performance in relation to complaints handling.

 

Minutes:

Finbar Gibbons, Head of Policy and Governance introduced this report that provided an overview of the complaints received by Tunbridge Wells Borough Council and included the following:

 

-       This was routine report that covered the period 1 April to 30 September 2019.

-       There was an increase in the number of complaints from the previous 6 months, but not significantly different from the same period last year. 

-       The percentage of complaints that had progressed from Stage 1 to Stage 2 had gone down to 9% for this period.  This suggested that most complaints at Stage 1 had been dealt to a satisfactory standard. 

-       58% of Stage 1 complaints had been answered to time – this compared to the 90% target.

-       Stage 2 compliance was better, at 80%, but still missed the 90% target.

-       Stage 1 relied on services to respond directly to the complaint itself.  A significant number of complaints related to Waste and Street Scene.  Dealing with the reasons behind the complaints had resulted in a delay in resolving the complaints themselves. 

-       Working with colleagues to improve compliance levels by the next Report. 

 

Councillor Hayward, Pope and Reilly had registered to speak on this item.  The content of the questions from all 3 speakers was not related to this Agenda item which was limited to complaints to services provided by TWBC. 

 

Discussion and responses to member questions included the following:

 

-       To note the Report end date of 30 September 2019.  The new waste service took effect from this date so it was likely to have a significant effect on the next Quarter Report.

-       Complaints and service for the new waste contract had improved.  A report would be brought to Cabinet in April 2020 which would cover the first 12 months by the new contractor. 

 

RESOLVED – That the Council’s position on complaints performance at the end of Period 1 be noted.

 

REASON FOR DECISION:

To enable Cabinet to understand the Council’s current performance in relation to complaints handling.

 


Meeting: 12/11/2019 - Finance and Governance Cabinet Advisory Board (Item 64)

64 Complaints Summary: Quarter 1 and 2 pdf icon PDF 590 KB

To consider and provide a recommendation to Cabinet on the proposals set out in the attached report.

Minutes:

Lee Colyer, Director of Finance, Policy and Development introduced this report that provided an overview of the complaints received by Tunbridge Wells Borough Council and included the following:

 

-       This was a routine report that covered the first 6 months of 2019.

-       There had been an increase in the number of complaints compared to the previous 6 months, but not significantly different from this period last year.

-       The percentage of complaints that had progressed from Stage 1 to Stage 2 had gone down to 9% which indicated that most complaints had been satisfactorily resolved at the first stage of the complaints process.

-       58% of complaints at Stage 1 had been answered within the agreed timeframe of 15 working days from receipt. This was significantly lower than the target of 90%.

-       80% of complaints at Stage 2 had been answered within the agreed timeframe of 20 working days, but it still missed the 90% target.

-       Mitigating factors for not reaching the 90% target (at Stage 1),  included delays in the receipt of responses from the responsible services, particularly the Waste and Street Scene who were dealing with a higher volume of complaints than anticipated. 

 

Discussion and responses to member questions included the following matters:

 

-       The increase in complaints related to the period from 30 March 2019 to the end of September 2019 when the new waste supplier ran a parallel service using the same routes and logistics – the complaints related to this period when the new crews were familiarising themselves with the new routes.

-       To note, a significant increase in the number of complaints were expected following the introduction of the new service.     

-       This was the first change to the provision of waste and recycling in 25 years and it was still in the early stages, so whilst some logistical issues were to be expected, the number of issues were far greater than TWBC and the contractor had hoped for. An action plan had been created and further details would be reported at Quarter 3.  

 

Resolved – That the Cabinet notes the position on complaints performance for the period 1 April – 30 September 2019.