Agenda item - Customer Feedback Report

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

1)           That the Committee note the report.

2)           That the Committee agree to receive a similar report four times a year.

35.1      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.

35.2      Councillor Druitt asked if the rise in complaints could be related to diminishing council resources.

35.3      The Customer Experience Lead stated that it was essential to manage customer expectation and communicate effectively. Understanding the data was also important as a rise in complaints could be sometimes be related to isolated circumstances such as the introduction of new parking schemes.

35.4      Councillor Morris stated that he was unsurprised at the high number of complaints related to Housing services as there was no clear information about how to make contact. Councillor Morris noted that the Housing Repairs Handbook was currently being revised and he hoped that clearer information could be given in the Handbook on procedures.

35.5      The Customer Experience Lead thanked Councillor Morris for his suggestion that he would relay to colleagues.

35.6      RESOLVED-  

1)            That the Committee note the report.

2)            That the Committee agree to receive a similar report four times a year.