Issue - meetings

INFORMATION NOTE OF THE CUSTOMER SERVICE MANAGER

To provide a half year update on the comments, compliments and complaints.

The Customer Service Manager presented the Information Note entitled ‘3Cs Half Year Update’.

Audio recording – 51 minutes 54 seconds

The Customer Service Manager presented the Information Note entitled ‘3Cs Half Year Update’ and advised of the following:

·         This note covered the 6-month period from April 2022 regarding the performance of the Council and its contractors.

·         Across the period the number of compliments increased and the number of comments and complaints each decreased.

·         In this period the North Herts Leisure Centre went from 12 compliments in the same period last year, to 56 compliments this year.

·         The number of direct complaints to the Council decreased by 38%.

·         Planning Control and Environmental Health saw increases in the number of complaints received.

·         There were 18 complaints which moved to Stage 2 in this period, and following investigation only four of these were found to be justified.

·         Eight complaints had been submitted to the ombudsman, with just one being upheld, but no action was required as the Council had already remedied the situation.

There were no questions from Members.