Agenda item - Customer Feedback Report

Report of the Interim Executive Director Finance & Resources (copy attached).

1)            That the Committee note the report.

2)            That the Committee receive a similar report every six months.

46.1      The Committee considered a report of the Interim Executive Director of Finance & Resources that provided information on Customer Feedback about services delivered by the council for the first two quarters of the 2015-16 financial year.

46.2      Councillor Druitt asked if there was a sufficient level of awareness of the complaints process from residents and staff and if continuing reductions in the council’s budget was likely to lead to an increase in complaints and if any pre-emptive action was being taken to that end.

46.3      The Customer Experience Lead stated that the complaints process was clearly signposted on the council website and training provided for staff on resolution and directing residents to the complaints procedure. The Customer Experience Lead added that a reduction in budget may have an effect on the quality of service provided. Steps were being taken to mitigate the effects and awareness needed to be raised as to what service level could be provided.

46.4      Councillor Chapman noted that many of the complaints from members of the public he received as ward councillor related to the council’s housing repair and maintenance contractor. Councillor Chapman asked if such complaints were recorded in the data detailed in the report.

46.5      The Customer Service Lead clarified that the report did not cover specific detail on complaints made regarding the council’s housing contractor. However, the contractor did conduct training with their staff and there was particular awareness on their part of delays to scheduled repairs. Furthermore, he had attended monthly meetings in the past with the contractor and he would be happy to discuss the specific issue in Queens Park with Councillors Chapman and Morris as ward councillors for the area. The Customer Service Lead stated that it was his understanding that in many cases of complaints, the work was to standard but may not meet the customer expectation.

46.6      Councillor Morris asked for further information on the programme of managing Housing Car Parks.

46.7      The Customer Service Lead stated that he was unable to give specific details on the programme but would endeavour to obtain the information for Councillor Morris.

46.8      Councillor Sykes noted the change in report presentation that now contained less data and statistical information and asked if this was related to the change in governance structure for the complaints process.

46.9      The Customer Service Lead clarified that the new presentation was compatible with other reporting streams that provided an overall picture. The Customer Service Lead added that the arrangements for the service had remained consistent although the team had moved service areas in recent times.

46.10   Councillor Robins asked if there was any information to demonstrate residents found the complaints process a useful function and was not treated in a sceptical manner.

46.11   The Customer Service Lead stated that it was his understanding that residents did find the complaints process useful and there was also a benefit in giving feedback as it can lead to service improvement.

46.12   Councillor Taylor asked why the Key Performance Indicator used per 10,000 population and asked if it was possible to use the definitive figure in addition for future reports.

46.13   The Customer Service Lead clarified that using per 10,000 population as an indicator enabled benchmarking with other authorities but a specific number could be used for future reports.

46.14   Diane Bushell asked if the complaints team liaised with other agencies such as the Citizen’s Advice Bureau regarding complaints.

46.15   The Customer Service Lead stated that this was not currently undertaken but was a very good suggestion to pursue.

46.16   Councillor Druitt asked if whistleblowing figures were included in the data for complaints and also if the number of compliments were recorded.

46.17   The Customer Service Lead stated that the Public Disclosure Interest Act only applied to staff and the report related only to complaints from members of the public. Compliments were recorded and reported annually so would form part of that report.

46.18   RESOLVED-

1)     That the Committee note the report.

2)     That the Committee receive a similar report every six months.