The Executive Advisory Panel considered an update on the implementation of the new North Northamptonshire Council Comments Compliments and Complaints Policy at its meeting. The Panel also reviewed a number of items on the Council's Forward Plan.

North Northamptonshire Council Comments Compliments and Complaints Policy

The Panel considered a report on the implementation of the new North Northamptonshire Council Comments Compliments and Complaints Policy, which was adopted by the Council in April. The policy introduced a number of changes, including:

• A new online reporting form.
• A streamlined process for dealing with complaints.
• New performance indicators to track the Council's performance in handling complaints.

Since April, the Council has received a total of 338 contacts, of which 159 were compliments, 122 were comments and 57 were complaints.

Councillor Jim Hakewill asked how the new system was ensuring complaints were being dealt with by the right people.

I'm really pleased with the tone of the policy itself, but just one thing that slightly worries me is the point about making sure complaints go to the right place… how are we going to ensure that that happens?

Councillor Jim Hakewill

James Thomas, Head of Legal and Democratic at North Northamptonshire Council, responded that the new online reporting form asks a series of questions designed to direct complaints to the correct team, but acknowledged that sometimes complaints needed to be rerouted.

We've tried to make it as easy as possible on that front page of the website for people to self-diagnose where they need to go with that. But yes, absolutely, there will be times when that doesn't happen.

James Thomas

Forward Plan

The Panel received a report on the Council's Executive Forward Plan - July 2024 to October 2024. The Forward Plan is a list of key decisions that the Council's Executive is likely to make in the next four months. The Panel reviewed the Forward Plan and asked a number of questions about the items listed.

Councillor David Howes asked about the Housing Revenue Account Budget Strategy consultation.

Can I ask officers, is there a plan for any public consultation on that because, obviously, it'll be quite a meaty document?

Councillor David Howes

Sally Auker, Head of revenues, benefits, and customer services, confirmed that there would be a consultation period running from July to September. She explained that the consultation would inform the final strategy.