Issue - meetings

To consider a summary of the complaints received and considered by the Council during the period 1 July 2022 to 31 December 2022.

The committee received a report from the Head of Customer Services that provided information and analysis of complaints and compliments and details of improvements undertaken by services to remedy issues identified.

During the past six month period, the number of complaints and compliments had reduced. The previous period was impacted by a peak in the volume of complaints arising from staffing issues withing the Waste and Recycling service which had now stabilised.

A total of 40 enquiries had been received by the Local Government and Social Care Ombudsman with 7 decision notices received that concluded there had been no maladministration causing injustice. A summary of these complaints were provided in Appendix 1 of the report.

Training for Officers responsible for complaints investigation had been arranged with the Ombudsman Service and procedures have been put in place to improve quality of responses to complaints. 

RESOLVED:

That the Audit and Governance Committee:

(1)  Noted the content of the report and acknowledged the Council’s compliance with the Corporate Complaints Policy and recommendations from the Ombudsman;

(2)  Agreed for this report be provided to the Chair of each Service Committee.

Councillor Bailey left the room and did not return.