Issue - meetings

To consider report 52/10 of the Management Support Officer. 

The committee considered report 52/10 of the management team, which reviewed the comments and complaints received by the council during 2009/10.  The committee noted that the number of complaints had reduced compared to 2008/09.  The service area with the most complaints was finance, mostly relating to council tax and benefits.  However, of the nine complaints against the council referred to the local government ombudsman, not one had resulted in a finding of maladministration.  The committee welcomed this. 

However, councillors noted that the complaints data did not include questions about the garden waste service or billing queries.  Councillors sought assurance that service areas were monitoring such comments and acting on them.  Councillors suggested that a corporate approach was necessary. 

RESOLVED

(a)       To note the contents of the 2009/10 review of comments and complaints; and

(b)       To note the introduction from 1 April 2010 of the harmonised complaints procedure.