Issue - meetings

Report of the Director of Finance and Support

The contents of the report are noted as is the work in progress to improve complaints handling.

As the relevant Portfolio Holder, the Chair, Councillor Woods introduced the report and explained that this was the second year of monitoring information about complaints and compliments.  There had been a significant reduction in the number of complaints received and this was a reflection of the improvement in the process of dealing with issues raised. It was accepted that there was still room for improvement and training was being undertaken to achieve this.  In the meantime, monitoring would continue.

Councillor P D Varnsverry requested that a system be introduced whereby  it might be identified when councillors hed intervened to address issues raised by residents before they reached the stage of a formal complaint.

Councillor B Hoare asked for a more detailed breakdown of the figures by directorate so that strengths and weaknesses could be identified and dealt with.

RESOLVED

That the contents of the report be noted along with the work in progress to improve complaints handling.