Agenda item

Report on Customer Feedback 2015/16

To consider a report on the complaints, compliments and referrals to the Local Government Ombudsman for 2015/16.


Consideration was given to the report which summarised the formal feedback

received from customers during 2015/16, together with a summary of the cases dealt with by the Local Government Ombudsman (LGO).


Details were given of the feedback received, broken down into complements (1855), suggestions (177) and complaints (1565).  It was noted that the number of complaints had increased by 38% from the previous year, the majority relating to Adult  and Children’s services.  Whilst not formally recorded on the corporate feedback system, complaints from MP’s on behalf of their constituents had reduced significantly (77 to 30) from 2014/15.   


With regard to complaints all customers were offered the opportunity to appeal to the Local Government Ombudsman and the report included details on the decision notices issued to the Council.




That the report be noted.  


Supporting documents: