Issue - meetings

Complaints Procedure and Monitoring 2016 / 2017

 

 

Meeting: 14/11/2017 - Budget and Performance Panel (Item 28)

28 Complaints Procedure and Monitoring 2016/17 pdf icon PDF 677 KB

Report of the Chief Officer (Environment) 

Additional documents:

Minutes:

The Chief Officer (Environment) submitted a report to provide the Panel with an overview of the performance of the Council during 2016 – 2017 in responding to complaints submitted in accordance with the Council’s Complaints Procedure and considered by the Local Government Ombudsman for the year ended 31st March 2017.

 

The report also outlined current monitoring arrangements and noted that the Overview and Scrutiny Committee had set up a Task Group to develop a customer service strategy and review the Council’s complaint policy.

 

Members asked various questions regarding the report. Topics included: low rate of complaints; customer relationship management system and whether new software was bought or adapted.

 

Resolved:

 

That the report be noted.