Issue - meetings

A report was presented to provide a summary of the complaints, compliments, Local Government Ombudsman and Housing Ombudsman enquiries received by the Council during the period 1 April 2017 to 31 March 2018.  

The Head of Customer Services provided the Board with an update on the Customer Services structure and confirmed that she would soon be leaving the Authority. The Board thanked the Head of Customer Services for all her hard work over the years.  

The Customer Engagement Manager presented the report and confirmed that benchmarking would be included in the October report.

The Board noted that the report did not include complaints that came in through Councillors and that people often used Councillors to escalate a complaint.

It was stated that the Council was doing a piece of work around a central point of contact for councillor enquiries and that Customer Services had helped with this but needed some additional resource to move forward and were working with other departments in the Council to facilitate this and to produce a protocol with timescales.

Resolved:     That the report be received.