Decision details

To note the report and feedback from Customers and Council Services, including Ombudsman cases.

To consider the findings of the Independent Complaints Investigator and local Government Ombudsman including two findings of maladministration.

The committee received a report from the Head of Customer Services regarding the annual complaints report.

The committee made the following comments:

       i.          Whilst welcoming a 14% reduction in the number of complaints received it was noted that, as the reporting method had changed, it was difficult to directly compare against previous years. More useful comparisons would be possible from 2015/16 onwards.

     ii.          Emphasised the importance of highlighting trends and identifying areas for organisational learning.

In response to members’ questions the Head of Customer Services said the following:

       i.          Due to differences in demographics it was difficult to compare local authorities against one another with regards to complaints. Whilst no specific benchmarking had been undertaken, Cambridge City Council did not appear to be out of kilter with other authorities of a similar size.

Resolved (unanimously) to:

       i.          Approve the Annual Complaints Report 2013-14 for publication on the Council’s website.