Issue - meetings

INFORMATION NOTE OF THE CUSTOMER SERVICES MANAGER

To receive the half year update on Comments, Compliments and Compaints (3C’s).

RESOLVED: That the Half Year Update on Comments, Compliments and Complaints be noted.

REASON FOR DECISION: To provide an update on the first six months performance of 2019/2020 in regards to Comments, Compliments and Complaints for the Council and the contractors that provide services on the Council’s behalf.

Audio Recording – Session 2 - 21 Minutes 37 Seconds

The Customer Service Manager presented the report entitled Comments, Compliments and Complaints – Half Year Update and drew Members’ attention to the performance summary 1 April 2019 – 30 September 2019. The key points from her presentation were as follows:

·                There had been a decrease in the number of 3Cs received compared to previous years;

·                There were 12 stage 2 complaints received, 9 of which related to waste complaints;

·                Waste complaints related to problems contacting Urbaser and missed bin collections; and

·                The Local Government Ombudsman received three complaints during the period of 1 April 2019 – 30 September 2019.

The Customer Service Manager advised that there was an error with the figures contained in the table headed Waste and Recycling Data (Combined) on page 153.

The correct figures were as follows:

·                Comments – 136 instead of 16

·                Compliments – 22 instead of 6

·                Complaints – 242 instead of 118

The Customer Service Manager stated that the Local Government Ombudsman upheld one complaint relating to Private Sector Housing and the Complainant received £200 in compensation. Furthermore, the Local Government Ombudsman would be invited to the next Senior Management Group meeting in March in order to discuss if there had been a change in their complaints process as it appeared that more complaints were being upheld by the Ombudsman.

The Service Director – Regulatory added that the one complaint upheld by the Local Government Ombudsman had previously been upheld internally by the Council and the Complainant had been informed of that decision. However, a complainant was still able to elevate their complaint to the Ombudsman even though it may have already been by upheld by the Council.

The following Members asked questions:

·                Councillor David Levett;

·                Councillor Claire Strong;

·                Councillor Gerald Morris; and

·                Councillor George Davies.

In response to questions raised by Members, the Customer Service Manager responded as follows:

·                The complaint regarding private sector housing was in relation to poor living conditions and a delay by the council in responding. The reason for that delay would be investigated;

·                Compliments were received in the same way as complaints – via a letter, email or submitted online;

·                Contractor complaints included the Leisure Centre, John O’Connor and Urbaser; and

RESOLVED: That the Half Year Update on Comments, Compliments and Complaints be noted.

REASON FOR DECISION: To provide an update on the first six months performance of 2019/2020 in regards to Comments, Compliments and Complaints for the Council and the contractors that provide services on the Council’s behalf.