Issue - meetings

Comments and complaints 2013/14

Meeting: 24/09/2014 - Audit and Governance Committee (Item 18)

18 Comments and complaints 2013/14 pdf icon PDF 193 KB

To consider the chief executive’s report. 

Minutes:

The committee considered the chief executive’s report on comments on complaints received during 2013/14 and proposed changes to the corporate complaints system. 

 

The level of complaints received during the year had reduced slightly from the previous year but there had been a slight increase in complaints to the ombudsman.  Most complaints had been about planning decisions. 

 

The chief executive had reviewed the current system and recommended a change to speed up stage 2 and remove stage 3.  The ombudsman had supported this change.  The committee agreed also, believing that it would speed up the system and make it easier to follow for complainants.  Ward members would be informed of ward specific issues as part of this system, and of the outcome.  The committee also asked that training on this system was included in the councillor induction programme following the May 2015 elections. 

 

RESOLVED: to

 

(a)               approve the revised corporate complaints procedure attached as appendix one to the report of the chief executive to the Audit and Governance Committee meeting on 24 September 2014;

 

(b)               carry out a short review of the complaints procedure every twelve months and a thorough evaluation every three years; and

 

(c)               include training on the corporate complaints procedure as part of the councillors’ induction programme following the May 2015 elections. 


 

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