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Annual Performance and Customer Feedback Report 2021/22

Meeting: 11/07/2022 - Strategy and Resources Scrutiny Committee (Item 28)

28 Annual Performance and Customer Feedback Report 2021/22 pdf icon PDF 212 KB

Additional documents:


Matter for Decision

The report covers the Annual Report against the Corporate Plan 2021/22 and associated key performance indicators; the Annual Complaints and Customer Feedback Report 2021/22; and a State of the City profile.


The Corporate Plan 2019-22 set out the objectives the Council has been planning to achieve over the past three years, grouped under three key themes.  The Annual Report provides a summary of progress against those objectives during 2021/22.  Appendix B provides the latest available figures for the key performance indicators in the Corporate Plan 2019-22.  The Annual Complaints and Customer Feedback Report 2021/22 at Appendix C provides an overview and summary of complaints, compliments and feedback received during 2021/22.


The State of the City profile at Appendix D provides a brief analysis of how Cambridge measures up on a range of social, economic and environmental factors.  This provides a broad overview of the context in which the council and its partners operate.  It is intended that a fuller analysis will be developed over the coming year to provide a richer “City Portrait”, which would then be replicated, developed and reported each year.


Decision of the Leader of the Council

Noted the contents of the Annual Report against the Corporate Plan 2021/22, the Annual Complaints and Customer Feedback Report 2021/22, and the State of the City profile.



Reason for the Decision

As set out in the Officer’s report.


Any Alternative Options Considered and Rejected

Not applicable.


Scrutiny Considerations

The Committee considered a report from the Assistant Chief Executive.


The following points/clarifications were made:


Further information on the reduction of Crematoria market share volume (page 64 of the agenda) would be provided.

Clarification on how missed bins are defined (page 78)

Explanation of increased share of total waste going to landfill

Performance of complaints arising from planning enforcement

Clarification on the increase on complaints about Councillors (page 108).


The Executive Councillor for Finance, Resources and Transformation proposed that the thanks for councillors was conveyed to officers for their continued impressive work and to the Head of Human Resources for retaining the Investors in People accredidtation.


The Committee unanimously resolved to endorse the recommendation.


The Executive Councillor approved the recommendation.


Conflicts of Interest Declared by the Executive Councillor (and any Dispensations Granted)

No conflicts of interest were declared by the Executive Councillor.