Issue - meetings

The report was approved, and relevant comments and suggestions were offered about
the Council’s performance in dealing with complaints in an appropriate and timely manner.

The report was submitted by Cllr. Menna Trenholme 

DECISION

The report was approved, and relevant comments and suggestions were offered about
the Council’s performance in dealing with complaints in an appropriate and timely manner.

DISCUSSION

The Members were reminded of the reporting procedure for the complaints statistics to the Cabinet twice a year in accordance with the Concerns and Complaints Policy. It was confirmed that statutory procedures were separate for social and school service users. It was detailed that the live statistics of the complaints received were available on request for the Cabinet and Heads of departments.

It was emphasised that the departments encouraged service users to complain when problems emerged to relieve frustrations and ensure better service quality in the future. It was confirmed that the Service Improvement Officer re-visited the complaints monthly, by emphasising that only 3 live complaints had been received where no solution had been currently found. It was detailed that these complaints had arrived 20 days ago and the general target to resolve complaints was 7 days. There was pride that the complaints levels for the waste service had reduced quite a bit over the 2023-24 period.

It was acknowledged that there was room for improvement by emphasising that the Customer Care Charter was being developed currently to highlight the appropriate customer care for our users and to respond to residents' concerns.

It was reported that arrangements were in place if there were patterns of complaints raised in services. It was confirmed that the Service Improvement Officer had a good relationship with officers and drew their attention when several complaints were raised for the same reason within the same service. It was noted that the service would be encouraged to re-consider their arrangements by noting that unresolved historical matters were highlighted to the Corporate Director and the Chief Executive when appropriate. It was ensured that no complaints were closed unless there was a clear solution or explanation provided to the user.