Issue - meetings

The Customer Standards and Complaints Officer presented the report to the Board. 

The report provided information on the Council’s performance in relation to Customer Service, Standards, Compliments, Comments and Complaints on behalf of Housing and Repairs for 1^st July 2024 to 30^th September 2024 (Quarter 2 2024/25).

The information provided included:

·       35 Compliments (a chart and breakdown of the data was provided in the report);

·       2 Written Comments (one for the Housing Repairs and Maintenance Team, one for the Housing Allocations Team);

·       0 MP Enquiries (a new MP was elected during the General Election July 2024);

·       35 Stage One Complaints (100% responded to within the required 10 working days at time of writing the report – a chart and breakdown of the data was provided);

·       6 Stage Two Complaints (100% responded to within the required 20 working days at time of writing the report – a chart and breakdown of the data was provided);

·       0 Housing Ombudsman Complaints had been reviewed;

·       2 Local Government Ombudsman Complaints had been reviewed (one related to Housing Allocations, one to Housing Repairs and Maintenance.  The Council had provided information and evidence into both Complaints – it was concluded there would be no investigation into either due to ‘insufficient evidence of fault causing injustice’).

Following Complaints, service improvements included:

1.     The Dragonfly Repairs Team had implemented a fully automated system for the fire alarm and CO2 detector dates (to ensure none could go out of date);

2.     The Dragonfly Repairs Team had implemented a measure to inform the Council if a Contractor could not meet their contracted hours deadline;

3.     The Central Control Operative would clarify any similar circumstances with their line Manager (prior to giving a response);

4.     The Careline Team had informed Support Workers to contact 111 to seek further advice to reassure service users the correct course of action was being taken;

5.     The Dragonfly Repairs Team would ensure Contractors used base sheets for glass.

The Council would review the data to explore themes and discuss improvements which may not have been reported.

The Council’s tenants were found to be more likely to submit a Compliment, Comment and/or Complaint than residents.

The report provided a direct comparison of the Quarter 2 2024/25 data with that of Quarter 1 2024/25.  It was noted with Stage 1 and Stage 2 Complaints, there had been a small increase for both in that time.

Examples of Comments and Complaints were provided in the report.

·       2023/24 Reports are attached.

·       Q1 Performance 2024/25 is to follow.