Issue - meetings

This report details Stage 1 and Stage 2 complaints received by the Council from 01 April 2023 to 31 December 2023.

The Committee received a report detailing Stage 1 and Stage 2 complaints received by the Council from 01 April 2023 to 31 December 2023.

The following matters were considered:

a)            Upheld Complaints. A Member of the Committee raised that a high percentage of complaints were upheld, as set out on page 272 in paragraph 3.9, and asked for clarification as to what type of complaints the Council receive that are typically upheld because the Council is at fault. The Business Assurance Manager responded to inform the Committee that paragraph 3.9 was in relation to the Operational Services Team, so it is likely that complaints are in regard to waste collection. The Business Assurance Manager confirmed that a response would be provided following the meeting, after consulting the Customer Services Manager. A Member of the Committee raised that over the summer a significant number of complaints regarding Garden Waste services were submitted. The Chair noted the comment.

b)            Statutory Officers. A Member of the Committee queried how complaints about statutory officers are taken forward and made reference to a similar question being asked by a Member of the Public at Strategy and Resources Committee on the 26^th of March. The Head of Legal and Monitoring Officer responded to inform the Committee that the process is as set out in the written response provided to the Member of the Public and published as a supplement to the S&R Committee Agenda, publicly available on the Council’s website.

Following consideration, the Committee unanimously resolved to:

(1)      Note the contents of the report covering all complaints received by the Council between 01 April 2023 – 31 December 2023.