Issue - meetings

Meredith Teasdale, Director of Education, introduced the report and invited the Board to comment on the management and performance of corporate complaints. The Board queried if information is collected on levels of public satisfaction with the complaints process and suggested that this should be included in a future report. The Director of Education explained that the Council has adopted a restorative practice approach to dealing with complaints. The Director of Education agreed to collect information as part of the process and the findings will be included in a future report.

The Board discussed the situation where enquiries to customer services may not be logged as an official complaint, if a caller was unhappy. The Director of Education agreed to discuss the matter with a Customer Services Manager.

Resolved:

1.    The Board agreed to note the report.

2.    The Director of Education to include details about levels of public satisfaction about the complaints process to be included in a future report to Scrutiny Board