Issue - meetings

To approve the report and offer any relevant comments or suggestions about the Council’s performance in dealing with complaints in an appropriate and timely manner.

The report was presented by Cllr Llio Elenid Owen.

DECISION

To approve the report and offer any relevant comments or suggestions about the Council’s performance in handling complaints in an appropriate and timely manner.

DISCUSSION

It was stated that the report provided an overview of the Council's performance in dealing with complaints and improving services during the period April 2025 to September 2025. The Ombudsman's Annual Letter for the period 2024/25 was highlighted, which was also attached.

It was highlighted that 22 upheld formal complaints and 13 complaints to the Ombudsman had been lodged between April and September 2025, a reduction from the same period last year.

It was also stated that the average number of days taken to respond to complaints had reduced from 17.5 days in 2024/2025 to 15.3 days in 2025/26.

It was reported that 'lack of response/action' was the main basis of the complaints, noting that a number of the complaints related to the Environment and Finance departments.

It was hoped that the new Customer Charter which was now in place would prevent a number of complaints in the 'lack of response/action' category in the future.

The Wall of Successes was referenced, and the large number of thanks and compliments that had reached the Council from the public.

Observations arising from the discussion:

·       A member asked about the main lessons learned from the complaints and how this would lead to improvement. It was highlighted that the main cause of the complaints was a lack of response, and it was highlighted that the work pressures on staff was a contributing factor here. It was noted that customer care courses were being offered, and the further work that was required to address this issue was mentioned. ⁠

·       It was proposed that 'lack of response' was the easiest category to address, and the member suggested the need to revisit this. It was explained that a lack of resources and the pressures on staff had a bearing on what was possible, and that departmental priorities varied.

It was noted that acknowledgement was given upon receipt of all complaints. It was added that the department was looking at a potential system to address this and to be more proactive. ⁠