Purpose

Approval to publish the report to the City Council website.

Decision

Matter for Decision

This report invites the Leader of the Council to approve the text of the Annual Report in advance of its formatting, design and publication on the council’s website and the Key Performance Indicators. It also invites the Leader to note the Annual Complaints and Customer Feedback Report

Decision of the Leader of the Council

i.               Approve the Annual Report against the Corporate Plan and associated KPI table.

ii.             Note the Annual Complaints and Customer Feedback Report

Reason for the Decision

As set out in the Officer’s report.

Any Alternative Options Considered and Rejected

Not applicable.

Scrutiny Considerations

The Committee received a report from the Customer Services Operation Manager.

The Customer Services Operation Manager said the following in response to Members’ questions:

i.       Stable management teams were now in place to focus on complaints, most notably in cultural services. This had been a year of transition for that team.

ii.       Complaints were monitored, highlighted and escalated.

iii.      The percentage of complaints dealt with within target had decreased this year.

iv.      The Leader of the Council stated that he welcomed KPI’s (Key Performance Indicators) as it allowed the Committee to scrutinise The Executive’s performance. Stated that if Members felt KPI’s needed to change, this Committee would be the place to raise any concerns.

v.      There were approximately 20,000 housing repairs with 184 complaints which is approximately 0.92%.

vi.      The Homelink service had 2696 applications with 16 complaints for 0.59% ratio.

vii.     The Housing Advice service had 2297 application with 23 complaints for 1% ratio.

viii.    The Leader of the Council stated that response times from complaints had increased and would be investigated.

ix.      The Leader of the Council stated that there were 230,000 contacts to Customer Services and there were only 24 complaints.

The Scrutiny Committee approved the recommendations by a vote of 6-0-2.

The Leader approved the recommendations.

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

No conflicts of interest were declared by the Executive Councillor