Issue - meetings

The report was approved.

The report was presented by Cllr. Llio Elenid Owen.

DECISION

The report was approved.  

DISCUSSION

The report was presented noting that the annual report had been publishing the Ombudsman's letter too, however it was highlighted that the letter had not yet arrived. It was noted that the number of complaints had fallen but that the number of complaints that had gone to the Ombudsman had increased. It was explained that the number of complaints had fallen pre-Covid but had steadily increased since then. It was highlighted that the response time, and not acknowledging the complaint, was 17 days on average. It was noted that work was ongoing to strengthen collaboration and to change the mindset that complaints were a way to improve the service. Attention was also drawn to the achievements wall that highlighted the good work by the services.

The Assistant Head of Corporate Services noted that this report tied in with the Customer Care Plan as lack of response was one of the main complaints made to the Council.

Observations arising from the discussion:

·     It was asked what the reason was for the increase in complaints going to the Ombudsman - it was explained that the increase was due to a heightened understanding of the complaints procedure.