69 Complaints Summary Quarters 1 and 2 PDF 269 KB
To consider and decide on the recommendations as set out in the attached report.
Additional documents:
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:
Jane Clarke, Head of Policy and Governance introduced the report that provided an overview of complaints received during quarters 1 and 2 (1 April to 30 September 2020).
Discussion and responses to Members questions included the following:
- The report looked at the number and type of complaints and the Council’s performance at responding to them and considered any Ombudsmen complaints that had been decided.
- The Council had received 378 complaints during this period, which was a significant increase compared to recent previous quarters.
- The increase was a direct result of the number of complaints the Council had received following the introduction of the recycling and waste contract in 2019.
- Due to the high level of complaints, the Council’s response time had fallen significantly particularly for stage 1.
- The majority of complaints were received through on line channels with telephone complaints as second choice.
- For this period, ‘service not delivered to an acceptable standard’ was the primary reason for the complaint – this was due to the introduction of the new waste and recycling contract.
- For this reporting period, the Council agreed with a far higher proportion of complaints than was normally expected – again as a result of the waste and recycling contract.
- Housing had also received a higher number of complaints than for previous periods.
- The level of compensation for complaints remained low at £150 and was comparable with previous periods.
- One Ombudsmen decision had been received in the period. This was related to planning. The Ombudsman decided not to investigate the complaint as there was no evidence of fault by the Council.
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.
18 Complaints Summary Quarters 1 and 2 PDF 269 KB
To consider and provide a recommendation to Cabinet on the proposals set out in the attached report.
Additional documents:
Minutes:
Lee Colyer, Director of Finance, Policy and Development introduced the report that provided an overview of complaints received during quarters 1 and 2, 1 April to 30 September 2020.
Discussion and responses to Members questions included the following:
- The report looked at the number and type of complaints and the Council’s performance in responding to them.
- It also considered any Ombudsmen complaints that had been decided.
- Aside from the Waste and Street Scene that had seen the highest number of complaints in the first half of the year, the number of housing complaints had also increased.
RESOLVED – That the report be noted.