Issue - meetings

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

RESOLVED: That the summary of complaints over period two (October – March 2020/21) be noted.

REASON FOR DECISION:

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

Jane Clarke, Head of Policy and Governance introduced the report as set out in the agenda.

Discussion and questions from Members included the following:

-       The increase in complaints related to the waste service were due to a number of outstanding complaints that had been resolved but were still showing as ‘live’ on the system.  These had now been closed. Details of the number of cases that were involved would be reported after the meeting.

-       The key outcomes of the Ombudsman’s report related to the Council’s record keeping and in particular records related to decision making.

RESOLVED: That the summary of complaints over period two (October – March 2020/21) be noted.

REASON FOR DECISION:

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

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

Jane Clarke, Head of Policy and Governance introduced the report set out in the agenda.

Discussion and questions from Members included the following:

-       It was suggested that in order assess trends it would be helpful if figures going further back were included in the report.

-       The key actions that came out of the Ombudsman’s report related to the Council’s record keeping.

RESOLVED – That the recommendations to Cabinet set out in the report be supported.