Issue - meetings

REPORT OF THE CUSTOMER SERVICE MANAGER

To provide an update on the full year (22-23) performance of Comments, Compliments and Complaints.

The Information Note entitled ‘3Cs Full Year Update 22-23’ was presented by the Customer Service Manager.

Audio recording 11 minutes 46 seconds

The Information Note entitled ‘3Cs Full Year Update 22-23’ was presented by the Customer Service Manager who highlighted that:

·       The Information Note provided an update on the full year 2022-23 regarding the comments compliments and complaints, which included contractors.

·       Appendix A showed the dashboard of 3Cs and Appendix B highlighted this information by service area and type.

·       Compliments and complaints received by the Council had decreased since last year.

·       Comments remained the same as last year.

·       77% of complaint were resolved within the 10-day timescale, slightly under the target of 80%, 6 out of the 12 months were above the 80% target.

·       Planning Control had the most complaints, but the number had decreased by 48% on last year.

·       Percentage of interactions/collections/visitors resulting in a complaint remained at less than 1 %.

·       172 compliments were received directly to the Council.

·       LGO received 13 complaints across a range of service areas, five were upheld, however two of these had already been remedied by the Council.

The following Member asked questions:

·       Councillor Ralph Muncer

·       Councillor Clair Billing

·       Councillor Matt Barnes

·       Councillor David Levett

·       Councillor Adam Compton

In response the Customer Service Manager stated that:

·       Upheld LGO complaints and previous years LGO upheld information would be provided at a later date.

·       Urbaser collected their own information every quarter, and that information is then incorporated into our database.

·       The majority of customers telephoned Urbaser and they compiled a spreadsheet of issues for the Council.

·       The Customer Service Manager shared this information with other Councils and a comparison could be provided at a later date.

·       Urbaser had 105 complaints in the full year, 14 of which occurred in May 2022 and the reasons varied.

·       Numbers of complaints directed towards Settle would be provided.

RESOLVED: That the Committee noted the 3C’s full year update 2022-23