To consider the presentation of the annual report on complaints received during 2013/14.

Leader

Cabinet considered the report of the Head of Commissioning & Customer Contact, and the Leader which presented the annual summary of complaints, compliments, and comments received by Swale Borough Council (SBC) during the year from April 2013 to March 2014.

The Leader introduced the report and thanked the Head of Commissioning & Customer Contact and Customer Service Manager for their work.  The Leader noted that there had been no increase in the number of complaints, but an increase in compliments during this period, which he considered was a credit to SBC staff.

In response to a query from a Member, the Leader agreed to liaise with the Customer Service Manager about clearly defining areas of responsibility between SBC and Kent County Council (KCC) and the impact that this had on complaints and response rates.

RESOLVED:  That the report be noted.