Agenda item

8.1

The Committee received a report from the Service Delivery Manager, Customer Services.

8.2

The Service Delivery Manager (Customer Services), Corleen Bygraves-Paul explained that following a discussion in November 2022 by the Audit & Standards Committee, recommendations were made which could be found at appendix 1. A presentation were shared at the meeting to give an update on the actions following those recommendations. These recommendations were also sent to the Chief Executive of the Council.

8.3

The Service Delivery Manager (Customer Services) gave a presentation to the Committee. The presentation will be published on the Council’s website after the meeting.

8.4

Members of the Committee asked questions and following responses were provided: -

8.5

The Head of Customer Services, Paul Taylor agreed that Customer Services should look at different methods to capture members of the public’s opinions in relation to Customer Services and what their experience were with the relevant service.

8.6

The Service Delivery Manager (Customer Services) mentioned that Officers were aware of the areas of weakness within the service and that the action plan presented to the Committee was an ongoing plan which would aim to continuously improve the service.Keep going in this direction.

8.7

The Service Delivery Manager (Customer Services) confirmed that Service Directors were responsible for ensuring that complaint response times were met in a timely manner and were built into their Service Plans. It was added that Executive Directors were also updated on these processes and were present when the Performance and Delivery Board met, where these complaints were reported.

8.8

The Head of Customer Services expressed his thanks to the Audit & Standards Committee for the recommendations as these had caused some momentum to improve the service, and evidence of that was already starting to show.

8.9

A Member of the Committee mentioned the importance of consulting with as many citizens as possible, in order to receive as much data as possible, to continue to improve the service.

8.10

The Service Delivery Manager (Customer Services) confirmed that complaints received via telephone were recorded and monitored closely and that these recordings were used to help train members of staff.

8.11

The Head of Customer Services confirmed there are high numbers of complaints in relation to Blue Badges. One reason for this is that some hidden disabilities can now entitle people to a blue badge, and so some disabilities are not easily identified. Processes can be extended due to needing a medical assessment. This creates a delay which can cause members of the public to complain. It was added that there are also other reasons relating to the processes of receiving a Blue Badge which can lead to complaints.

8.12

RESOLVED: That the committee (1) approves the Corporate Complaints Improvement Plan for the period November 22-March 2024; (2) that Bi- annual attendance be given at this Committee meeting to discuss performance against the Improvement Plan. This will include our partner’s performance against agreed KPIs; and (3) continued support of Committee to ensure prioritisation, accountability and responsiveness of complaints handling.