The Corporate Overview and Scrutiny Committee met to discuss the Customer Feedback and Complaints Annual Report, and to review and approve the overview and scrutiny work programme for the first quarter of the 2025-2026 municipal year. The committee approved the Customer Feedback and Complaints Annual Report, and approved the overview and scrutiny work programme.

Customer Feedback and Complaints Annual Report

The committee reviewed the Customer Feedback and Complaints Annual Report 2024-25, which included reports on health and care, corporate complaints, and children and families. Emily Dorbar, the Complaints Manager, presented a summary of the three reports, highlighting key metrics such as the total number of complaints received, the number of ombudsman contacts, the percentage of complaints upheld or partially upheld, and the compliments received.

Key points from the presentation and discussion:

• New Case Management System: A new case management system has been implemented to improve the tracking and reporting of complaints, inquiries, and compliments. Councillor Robin Hall asked how the Cabinet would use the new system to drive real change in the eyes of the residents . Councillor Chris Large, Cabinet Member for Finance and Resources, responded that the system would provide better access to data and enable the council to track the progress of complaints in real-time, also allowing the council to report on specific learnings against each complaint that's either upheld or partially upheld.
• Data Focus: Councillor Hall raised concerns about the amount of data in the report, suggesting it was overwhelming and repetitive. Emily Dorbar acknowledged the feedback and stated that the reports are being redesigned to focus the data more clearly and create a more dashboard-like feel.
• Complaint Resolution: Councillor Tracey Dougherty asked what was being done to reduce the number of complaints that go to formal investigation and ombudsman review. Emily Dorbar clarified that the aim is not to reduce the number of complaints, but to improve the timeliness of resolution and work with service areas to achieve this. Councillor Large added that it is important to react quickly to complaints to resolve them early on, before they escalate.
• Staffing: Councillor Jack Rose asked about the impact of two new staff members on the complaints system. Emily Dorbar explained that the customer feedback and complaints team now reports to the Head of Customer Excellence, and that a new complaints manager has been appointed, replacing one who retired. She said that bringing all of the customer elements together would enable the council to share those learnings across all of those access channels and to improve the experience for residents.
• New Complaint Handling Code: The committee discussed the new complaint handling code, which aims to answer complaints within 10 days. Emily Dorbar stated that a strategic review is underway to align the council's complaints policy with the new code, and that an implementation plan will address customer centricity, efficiency, timeliness, and training skills.
• Social Media Complaints: Councillor Alex Farrell, Deputy Leader of the Opposition and Shadow Portfolio Holder for Local Government Reorganisation and Devolution, asked how complaints received through social media are handled. Emily Dorbar explained that the council has a relationship with its communications team, who manage social media comments and accounts. If a social media comment meets the criteria for a formal complaint, it is shared with the complaints team.

The committee approved the Customer Feedback and Complaints Annual Report 2024-25.

Overview and Scrutiny Work Programme Update

The committee reviewed and approved the overview and scrutiny work programme for the first quarter of the 2025-2026 municipal year. The Work Programmes Update - 9 September 2025 report provided a summary of scrutiny activity for the period, and Appendix 1 contained the four overview and scrutiny work programmes for consideration and approval. Appendix 2 provided a summary of all reports scheduled and work groups planned up to December, and Appendix 3 provided a tracking log to show outcomes and recommendations made to Cabinet and partners.

The following updates were made to the work programme:

• A call-in meeting was added on 21 November due to a special Cabinet meeting.
• The Local Government Reorganisation Report was scheduled for the 28 October committee meeting, to be presented by Councillor Murray.
• The delivery plan was removed from the 28 October committee meeting.
• The strategic plan was added to the 24 February 2026 committee meeting.