To consider how Shropshire Council responds to maintenance requests, and any consequent complaints and compliments.

Contact: Chris Edwards, Head of Infrastructure and Communities, tel 01743 258912

The Highways, Transport and Environment Commissioning Manager gave an overview of the Council’s management of customer service requests and complaints relating to Highways.  He observed that the severe winter of 2017/18 had put additional strains on the service and it had been recognised that improvement was needed within the constraints of available finance.  The Highways Department was a partner in the Digital Transformation Programme and the Technicians role would be reviewed as part of the programme. 

In response to a query from a Member regarding contacts being lost in the system, the Highways, Transport and Environment Commissioning Manager responded that the department received 2,000 contacts a month and each electronic contact was trackable through the Customer Service System.  When received each contact was given an individual ID number and assigned to the appropriate Officer.  The new computer system would improve the handling of traditional correspondence and not allow contacts to be lost in the system.  He added that an improvement in local management and administration was anticipated with the new systems.  Members commented on parallel systems with one dedicated for Town and Parish Councils and the second for members of the public.  Members noted that the new approach encouraged the use of generic mailbox which would be accessed by the divisional offices, although improvements to the process were still being refined.

Members discussed the lead times for responses to complaints and service requests.   The Highways, Transport and Environment Commissioning Manager advised that a restructure of the department would split Highways Officers into the roles of Technicians and Inspectors.  He observed that modern technology had improved access to Officers and increased the volume of contacts, with January to March 2018 receiving more contacts from members of the public than had been received in the whole of the previous three years.  He welcomed investment in IT systems to assist with the increased number of contacts.

The Highways, Transport and Environment Commissioning Manager advised that the department employed twenty-five technicians who dealt with an increasing number of issues and expectations.  He continued that issues were not always straightforward and there was constant liaison with the Council’s insurers.  The available resources did not always align with the greater demand and expectations. 

In response to a Members query, the Highways, Transport and Environment Commissioning Manager agreed that it was sometimes difficult to differentiate between a service request and a complaint and a protocol had been developed to identify which category the contact belonged to.  He confirmed that the service was on call twenty-four hours a day, seven days a week. 

The Highways, Transport and Environment Commissioning Manager confirmed that all staff received appropriate training to undertake their role and undertook the National Code of Practice Accredited Course and were on the National Highways Register which classed them as competent inspectors.  He noted that this required a week of dedicated training which impacted on workloads.

RESOLVED:

i.       That the report be noted; and

ii.     that once in place a Member Town and Parish Council Logging Briefing be communicated.