Issue - meetings

Tony Stead, Business Improvement Manager, presented the report.

In response to questions, officers clarified that a service failure referred to instances where works were not completed on time, where the works carried out had worsened the issue, or where more serious issues had arisen. It was noted that the Housing Ombudsman had encouraged greater promotion of the council’s complaints process, and that a complaint was considered resolved once the related work had been booked. In some cases, repair works were completed but related issues were subsequently incorporated into a wider programme of improvement works. Officers noted a minor increase in cases of damp, condensation, and mould. It was also clarified that complaints submitted without a prior service request were first treated as service requests rather than formal complaints.

The Board discussed whether there were identifiable patterns of service failures which, if addressed, could improve performance and reduce the overall number of complaints. Members also suggested that it would be useful to receive comparative data against previous years to assess trends and progress.

Councillor Cameron Holloway, Leader of the Council, presented the report.

Cabinet discussed and noted:

• Overall performance in customer satisfaction remained strong, with improvements on a number of measures.
• No Local Government and Housing Ombudsman complaints had been upheld.
• Opportunities existed to use tenant representatives to support officers in gaining access for inspections.

• Sector trends, with Cambridge performing well against comparators.
• That complaints received were taken seriously and used to improve services.

RESOLVED:

1.    To approve publication of the Customer Feedback reports online.

2.    To approve the findings of the self-assessment process documented in appendix two, Housing Complaints and Self-Assessment Report.