Issue - meetings

INFORMATION NOTE OF THE CUSTOMER SERVICE MANAGER

A half year update for Comments, Compliments & Complaints for 2023/2024.

The Customer Service Manager presented the Information Note entitled ‘3Cs Half Year Update 2023/2024’.

Audio recording – 6 minutes 41 seconds

Councillor Elizabeth Dennis presented the Information Note entitled ‘3Cs Half Year Update 2023/2024’ and advised that:

·       Things were moving in a positive direction when you compare the number of complaints received this year as opposed to the number received last year over the same period.

·       There had been a slight increase in the number of complaints to our contractor Urbaser, but this was because customer services were putting them directly through to the contractors to resolve where possible.

·       Overall picture is positive when looking at total percentage of complaints received versus the number of customers that the Council serve.

The following Members asked questions:

·       Councillor Ralph Muncer

·       Councillor Matt Barnes

·       Councillor Dominic Griffiths

In response to the questions, Councillor Dennis advised that she would contact the relevant Service Directorate and report back to Members on lessons learned from the complaints.

In response to the questions, the Customer Services Manager advised that:

·       There had not been any progress at that time, however the Council had recently procured a new digital platform which amongst other things would replace the current Customer Relationship Management (CRM) system. As part of that project, the Council was looking at how best to capture customer experience, including some sentiment analysis.

·       He would provide a breakdown of why May had seen the highest number of complaints.

The Chair advised that it would be very useful if in future years analysis of complaints could be provided with a monthly breakdown.