Agenda item - Customer Feedback Report

Report of the Executive Lead Officer – Strategy Governance & Law (copy attached).

1)           That the Committee note the report.

51.1      The Committee considered a report of the Executive Lead Officer- Strategy, Governance & Law that provided assurance to the Committee that the Council has an effective Customer Feedback system that included detail and analysis of the complaints received.

51.2      Councillor Cobb asked if Members were included as professionals as defined in the report.

51.3      The Customer Experience Lead confirmed that this was the case adding that Councillors played an important role in the complaints process as advocates for residents.

51.4      Councillor Cobb noted her disappointment that Members were subject to the same ten working days timeframe for responding to complaints as others adding that this should be shorter for Members due to the important role they played.

51.5      Councillor Sykes asked if complaints registered through social media platforms were recorded.

51.6      The Customer Service Experience Lead clarified that complaints made through social media were not currently recorded and the data covered complaints and compliments made via telephone, email and the web form on the council website.

51.7      Councillor Druitt asked if it was intended to included complaints and compliments made through social media in the future as from his own experience, this was a popular way to contact services and Members and the current data may not reflect an accurate picture.

51.8      The Customer Service Experience Lead clarified that social media compliments and complaints were monitored manually but this entailed significant human resource. A software programme that monitored social media posts and gauged emotion and subject was currently being investigated as an option for the future.

51.9      The Executive Lead Officer- Strategy, Governance & Law clarified in relation to Member correspondence that the question of responses to Members had been considered two years ago and it was agreed that Members should receive an acknowledgement within two working days and a full substantive response within five working days. On occasions where that might not be possible the Member should be informed of when they may expect a full response.

51.10    RESOLVED- That the Committee note the report.