Leader

Cabinet considered the report of the Head of Commissioning & Customer Contact and the Leader.  The Leader introduced the report and noted that there had been two peaks of complaints received and these were largely due to the introduction of the food waste collections and planning support.  The Leader noted that the performance figures for planning had improved since the start of the process.

In response to queries, the Head of Commissioning & Customer Contact stated that complaints could be purely that customers were not happy with the response received but also about the time it had taken for officers to respond to queries particularly if stated performance standards had not been met.  The website was constantly being reviewed to ensure greater clarity and the targeted staff training arranged was specifically for staff in the revenues and benefits section following complaints from claimants.

A Member was pleased to note the percentage of complaints responded to within 10 days but asked that moving forward the aim should be for a 100% target rate.

RESOLVED:

(1)   That the report be noted.