Agenda item

INFORMATION NOTE OF THE CUSTOMER SERVICE MANAGER

To provide an update on the full year (2017/18) performance in regards to the Comments, Compliments and Complaints (3Cs) for the Council and the Contractors that provide services on the Council’s behalf.

RESOLVED:

(1)       That the Executive Member be requested to consider obtaining the right technology to ensure that comments, compliments and complaints made via social media, as well as those received by other methods, are able to be analysed, progressed and recorded effectively;

(2)       That the Customer Services Manager be requested to review the NHDC website pages regarding complaints and update it as necessary.

REASON FOR DECISION: To enable the Overview and Scrutiny Committee to consider the full year update regarding Comments, Compliments and Complaints (3Cs).

The Committee received an information note entitled Full Year Update on Comments, Compliments and Complaints (3Cs).

The Customer Services Manager advised that this was the annual update regarding the 3Cs and drew attention to the following:

·                The format of the report had changed 18 months ago and was a more visual style.

·                The number of 3Cs had mostly decreased.

·                In 2013/14, there had been a significant increase, but the numbers had steadily decreased since that time so that the level was now reasonably consistent.

·                During 2017/18 there had been an increase in the number of comments, which was mainly regarding the planned changes to the waste service and the removal of dog waste bins.

·                The leisure centres had received increased feedback following installation of feedback machines.

·                All feedback was welcomed and encouraged.

·                Complaints were usually responded to within 10 days.

·                Nine complaints were escalated to the Local Government Ombudsman,

·                One complaint to the Local Government Ombudsman was upheld relating to Planning and Development, this had previously been reported to the Committee.

·                Nationally the Local Ombudsman upheld 60 percent of complaints referred to them.

In response to queries and comments from Members, the Customer Service Manager advised that social media comments and complaints were not formally logged, although complaints were picked up and dealt with.

The Communications Manager advised that analytic data regarding social media use could be produced and there had been a significant increase in social media traffic recently.

Many of the social media posts were not making specific points or complaints, but were mainly people making their voice heard, which could not be recorded under 3Cs However, if specific issues or complaints were made, the customer was asked to direct message the Council and the issue would then be taken forward and recorded.

A protocol regarding social media was being developed which would address issues such as:

·                The Council is not available 24 hours a day to respond to social media enquiries and comments;

·                What the Council would tolerate in terms of comments from users;

·                How we would deal with comments and complaints

Members expressed concern that the comments, compliments and complaints made via social media were not included in the data and suggested that more sophisticated social media analytic applications should be invested in and utilised.

They were concerned that the protocol for recording comments and compliments seemed less stringent than that for recording complaints and that the protocols used for 3Cs should be reviewed to ensure they were fit for purpose whether the numbers of contacts were small or large.

Members noted that the complaints page on the NHDC website did not mention social media and suggested one of the methods of making a complaint to be by fax. They suggested that this page should be reviewed.

The Customer Services Manager advised that obtaining the right technology, including analytical capabilities, formed part of their future plans.

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

·                The web pages regarding complaints would be reviewed.

·                The policy stated that third party complaints, such as those from Councillors, would not be recorded, although the customer would be contacted and, if they made a complaint directly, this would be recorded.

Members were concerned that complaints made on behalf of residents by Councillors were not recorded, as the public viewed Councillors as being the Council.

RESOLVED:

(1)       That the Executive Member be requested to consider obtaining the right technology to ensure that comments, compliments and complaints made via social media, as well as those received by other methods, are able to be analysed, progressed and recorded effectively;

(2)       That the Customer Services Manager be requested to review the NHDC website pages regarding complaints and update it as necessary.

REASON FOR DECISION: To enable the Overview and Scrutiny Committee to consider the full year update regarding Comments, Compliments and Complaints (3Cs).