Issue - meetings

Comments, Compliments and Complaints 01 April 2019 - 31 March 2020

Meeting: 14/07/2020 - Overview and Scrutiny Committee (Item 31)

31 FULL YEAR UPDATE ON COMMENTS, COMPLIMENTS AND COMPLAINTS (3CS) pdf icon PDF 76 KB

INFORMATION NOTE OF THE CUSTOMER SERVICES MANAGER

 

To provide the Committee with an update of Comments, Compliments and Complaints (3Cs) for the period 01 April 2019 - 31 March 2020.

Additional documents:

Decision:

RESOLVED: That the information note entitled Full Year Update on Comments, Compliments and Complaints be noted.

 

REASON FOR DECISION: To keep the Overview and Scrutiny Committee updated regarding Compliments, Comments and Complaints received regarding NHDC and its contractors.

Minutes:

Audio Recording – 2 hours 12 minutes 4 seconds

 

The Leader of the Council presented the information note entitled Full Year Update on Comments, Compliments and Complaints together with the following appendices:

 

·                Appendix A – Dashboard;

·                Appendix B - Breakdown by Service Area;

·                Appendix C - Social Media Report.

 

He drew attention to the following:

 

·                This was the full year update up to 31 March 2020;

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

·                80 percent of complaints and 74 percent of compliments related to services delivered by contractors;

·                It was important to listen to and learn from the feedback from customers;

·                There were 16 stage 2 complaints received, 10 complaints were escalated to the ombudsman of which one was upheld.

·                74 percent of complaints were resolved within 10 days;

·                It should be noted that the number of contacts was very high, however the number of these resulting in a complaint was very low;

·                In respect of social media, most engagement was through Facebook and it was clear that this method should be the priority for communicating in a crisis.

 

The following Members asked questions and took part in the debate:

 

·                Councillor David Levett;

 

In response to questions the Customer Services Manager advised that:

 

·                The number of contacts relating to Urbaser related to the number of collections made;

·                The number of contacts regarding leisure centres related to the number of visits;

·                Compliment and complaint machines had been installed in leisure centres which had resulted in higher numbers of 3Cs.

 

RESOLVED: That the information note entitled Full Year Update on Comments, Compliments and Complaints be noted.

 

REASON FOR DECISION: To keep the Overview and Scrutiny Committee updated regarding Compliments, Comments and Complaints received regarding NHDC and its contractors.