Lead Member – Councillor Michael Wood – Portfolio Holder for Corporate Support

Report of the Director of Place and Enterprise TO FOLLOW

Contact: George Candler   Tel: 01743 255003

RESOLVED:

i)             That the Annual Customer Feedback Report 2015/16 [Appendix 1] be approved for publication on the Council’s website;

ii)            That the recommendations within the report [Appendix 1, pages 13 and 14] be agreed, highlighting key issues and areas for improvement.

The Portfolio Holder for Corporate Support presented a report from the Commissioning Support Manager that provided an overview of the formal customer feedback received by the Council during 2015/16 that included complaints, compliments, comments and other types of enquiry.  He commented that feedback received related largely to the service areas used predominantly by the public namely, Adult Social Care, Highways, Street Scene, Children’s Services and Planning.

Responding to a comment from the Portfolio Holder for Health and Wellbeing, the Portfolio Holder for Corporate Support agreed to circulate to Members information on Ombudsman complaints; out of 30 cases referred, 15 complaints had been upheld.

RESOLVED:

i)             That the Annual Customer Feedback Report 2015/16 [Appendix 1] be approved for publication on the Council’s website;

ii)            That the recommendations within the report [Appendix 1, pages 13 and 14] be agreed, highlighting key issues and areas for improvement.