Issue - meetings
Customer Service Standards and Compliments, Comments and Complaints Report 2019/20 - 1st April 2020 to 30th September 2020
Meeting: 07/12/2020 - Customer Service & Transformation Scrutiny Committee (Item 31)
Additional documents:
- Appendix 1 - Customer Service Standards Monitoring 2020/21, item 31
PDF 13 KB
- Appendix 2 - Telephony Performance Q1&2, item 31
PDF 129 KB
- Appendix 3 - Compliments, Comments and Complaints, item 31
PDF 156 KB
Minutes:
The Customer Standards and Complaints Officer presented the Customer Service Standards and Compliments, Comments and Complaints Report 2019/20 (1st April 2020 to 30th September 2020) to Members.
The purpose of the report was to:
1) Provide information on the Council’s performance in relation to its customer service standards.
2) Provide information on the effective management of complaints and customer requests.
3) Provide information on the number of compliments, comments and complaints for the period 1st April 2020 to 30th September 2020.
The Customer Standards and Complaints Officer explained that based on a request at the previous meeting of Customer Service and Transformation Scrutiny Committee on 12th October 2020, she had now included cross-cutting data for Compliments, Comments and Complaints within the appendices of the report. Members agreed that they would like to receive cross-cutting data in this format with every future Customer Service Standards and Compliments, Comments and Complaints Report.
Councillor Ray Heffer referred to a mention in the report of 75 complaints on street services (recorded through Contact Centre) and asked if the Customer Standards and Complaints Officer could explain the issues this would include. She advised Councillor Ray Heffer that these complaints were mainly missed bin collections, and the figure had been negatively influenced by COVID-19 restrictions. She agreed to give the Committee a detailed breakdown of this figure after the meeting.
The recommendation in the report to note the overall performance on compliments/comments and complaints and customer service standards, particularly in the light of the constraints Officers have been working within during the Covid-19 arrangements, was moved by Councillor Rose Bowler and seconded by Councillor Ray Heffer.
RESOLVED that the Committee notes the overall performance on compliments/comments and complaints and customer service standards, particularly in the light of the constraints Officers have been working within during the Covid-19 arrangements.
(Customer Standards and Complaints Officer)