Issue - meetings

INFORMATION NOTE OF THE CUSTOMER AND DIGITAL SERVICES MANAGER

Half year update for Comments, Compliments & Complaints for 24/25.

Councillor Val Bryant, as Executive Member for Community and Partnerships, presented the Information Note entitled ‘3Cs Half Year Update 2024/2025’.

Audio recording – 4 minutes 27 seconds

Councillor Val Bryant, as Executive Member for Community and Partnerships, presented the Information Note entitled ‘3Cs Half Year Update 2024/2025’ and advised that:

·       This note provided a half year update on the performance regarding the Comments, Compliments and Complaints (3Cs) of the Council.

·       The number of complaints and comments received had increased compared to the previous year.

·       The number of complaints received by the Council and its contractors had increased due to the change of the Council leisure contract as detailed in paragraph 3.10.

·       The percentage of Stage 1 complaints resolved within 10 days had increased to 90%, against a target of 80%.

·       Council contractors had received 80 compliments across a variety of services as shown at Appendix B.

·       16 Stage 2 complaints had been received across service areas, but only 8 were justified.

·       The Local Government Ombudsman (LGO) had received 3 complaints this period. One was not upheld, one had been assigned to an investigator and one had been upheld as detailed in the Information Note.

·       One complaint had been received outside of the reporting period as outlined in paragraph 3.19, however it had been included within this note due to the recommendations from the LGO, prior to consideration by Cabinet on 26 November.

The following Members asked questions:

·       Councillor Elizabeth Dennis

·       Councillor Ralph Muncer

·       Councillor Sean Prendergast

·       Councillor Matt Barnes

·       Councillor Jon Clayden

·       Councillor Daniel Wright-Mason

·       Councillor Tom Tyson

In response to a question the Executive Member for Community and Partnerships advised that the increase in complaints regarding the new leisure provider were mainly associated with people getting used to the new booking system.

In response to questions the Customer and Digital Services Manager advised that:

·       Complaints were received for a variety of reason. He could provide a full breakdown of the complaints received and would circulate this to Members.

·       As changes were still ongoing at the leisure centre, there was no data available yet to show if the number of complaints had reduced.

·       Complaints were directed through the customer service centre and staff were trained to correctly allocate the 3Cs.

·       He would check with the leisure provider to ensure they were of the policy of the Council to respond to complaints within 10-20 days.