Issue - meetings

The Customer Service, Complaints & Standards Manager presented the report to the Committee.

Appendixes 1 and 2 provided a breakdown of the key customer service standards by quarterly period, together with the target and the cumulative performance for each standard.

The data in the report for Quarter 2 2024/25 included:

·       Revenues incoming calls answered within 20 seconds (target 70% – achieved 87%);

·       Benefits incoming calls answered within 20 seconds (target 80% – achieved 94%;

·       Contact Centres incoming calls answered within 20 seconds (target 80% – achieved 77%);

·       Contact Centres incoming emails acknowledged within one working day (target 100% – achieved 100%);

·       Contact Centres live chat answered within 20 seconds (target 90% - achieved 88%);

·       Corporate Telephone Standard calls answered corporately within 20 seconds cumulatively (target 90% - achieved 92%).

The Contact Centres had achieved 77% of calls answered within 20 seconds, and not the target of 80%, due to staff shortages in the department.  Staff had subsequently been recruited and were in training.

For Compliments received in Quarter 2 2024/25, 18 were received.  For Comments, 11 were received.  For Complaints Stage One, 99 were received.  For MP Enquiries, 1 was received.  For Complaints Stage Two, 2 were received.  For Ombudsman Complaints, 3 were received but none were investigated (insufficient evidence of fault).

Appendix 3 detailed the Compliments, Comments, Complaints, and MP Enquiries received for Quarter 2 2024/25.

The report also detailed the Service Improvements identified for Quarter 2 2024/25.

It was noted that Customer Services would be providing the Housing Team more information on complaints as required by regulators.

An update of Code of Practices would be provided at the following Committee meeting.

A member of the public acting in a vexatious manner would soon be discussed by the Senior Leadership Team.

The Chair thanked the Customer Services Team for the comprehensive report.

Moved by Councillor Vicky Wapplington and seconded by Councillor Phil Smith

RESOLVED that the Customer Services Scrutiny Committee note the overall performance on Customer Service Standards and Compliments, Comments and Complaints.

Approved by Councillor Mary Dooley, Portfolio Holder for Health & Wellbeing

The Customer Standards and Complaints Officer left the meeting.