Issue - meetings

The Comments and Complaints Annual Review for 2007/08 is attached.  146 complaints were received at Stage 1 under the Council’s Comments and Complaints procedure, including 13 complaints which went to Stage 2 of the procedure. 139 compliments were recorded for the year. 

The majority of complaints related to either the policies Council employees have to follow; the procedures that cover the way services are provided; or were in respect of services provided by contractors on behalf of the authority. 

As part of the complaints process, corrective and preventive actions will be discussed with relevant service areas to find ways of improving procedures where necessary. The recording of comments and complaints continues to be seen as a positive way of highlighting residents' concerns.

Recommendation

that the Comments and Complaints Annual Review for 2007/08 be received. 

(Time: 3.53pm to 3.59pm)

The Executive received and considered a report on comments and complaints received during 2007/08.  Members noted that 146 complaints had been received under the Council’s Comments and Complaints procedure, only 13 of which had proceeded to stage 2 of the procedure—a formal investigation by the Chief Executive.  This was consistent with the level of comments and complaints received in recent years. 

The majority of complaints related to either Council policy or procedures.  As part of the process, corrective and preventive actions were investigated to find ways of improving procedures where necessary.  A total of 139 compliments were recorded for the year. 

The Executive noted that the level of complaints was low and many surrounded the loss of the concessionary fares scheme and the new rules of the new bus pass scheme for those over 60 years old.  Other complaints related to process changes following the move of Revenues and Benefits to Capita. 

In answer to a question from a Member, the Deputy Director (Organisational Development and Support) reported that outside of the meeting, she would clarify the terminology “ombudsman’s discretion”. 

RESOLVED

that the Comments and Complaints Annual Review for 2007/08 be received.