Decision details

Consider the Annual Complaints Report for 2014-15, and approve for publication on the Councils website.

The committee received a report from the Business and Development Manager regarding the Annual Complaints and Feedback Report 2014-15.

In response to members’ questions the Business and Development Manager and the Chief Executive said the following:

i.             Use of the GovMetric system started 3 years ago, this began with a touch screen method to rate services offered face to face, this was then extended to the telephone system and then to the website.  The Council had received over 5000 positive comments and negative comments were assessed as to whether these should be escalated as formal complaints.

ii.            From the 1 April 2015 the responsibility for the content of webpages fell to individual departments to ensure these were kept up to date.

iii.           The Web Team had re-launched the Council’s website so that the web pages contained information which was task based after feedback from customers.

iv.          Whilst an increase in complaints had been recorded this was thought to be due to the fact that the Council had made it easier for customers to provide comments for example through the GovMetric system.

v.           The number of complaints were still at low levels when the volume of complaints were considered against the number of transactions that the Council undertook.

Resolved (unanimously) to:

i.             Approve the draft Annual Complaints Report for 2014/15 for publication on the Council’s website.