Issue - meetings

The Customer Service, Standards and Complaints Manager presented the report on the Council’s performance, its effective management, and the number of compliments, comments and complaints from 1^st April 2024 to 30^th June 2024 to Committee.

Appendix 1 provided a breakdown of the key customer service standards, together with the target and cumulative performance for each standard in Q1 2024/25.  Appendix 2 provided a breakdown of the Telephony Performance in the same period.  Appendix 3 provided the list of Compliments, Comments, Complaints and M.P. enquiries in greater detail, including locations and service areas involved in the same period.

Some targets had been changed to reflect more achievable results.  For the Contact Centre, where wait times were higher in some locales, more assistance would be provided.

In total, 51 written Compliments (41 of these for Go! Active), 8 Comments (2 for Go! Active), 86 Stage One Complaints (4 recorded and resolved for Go! Active), 32 M.P. enquiries (all responded to within 10 working days), 15 Stage Two Complaints (all responded to within 20 working days), and 2 Ombudsman Complaints (1 case – No Fault/Investigation, 1 case awaiting outcome) were received in Q1 2024/25.

The Council has been graded C2 by the Regulator of Social Housing following an inspection in May 2024.  The Regulator had commented that the Council had a low level of complaints and that they were answered promptly.  Improvements had been given to the Council to achieve a C1 grade.

A Member felt the wording for a local authority to be graded C2 was harsh, as the Council’s performance remained very respectable.

Moved by Councillor Phil Smith and seconded by Councillor Louise Fox

RESOLVED that the report be noted.

The Customer Service, Standards and Complaints Manager left the meeting.