Issue - meetings

Report of the Cabinet Member Corporate Services

RESOLVED THAT:

1.    The updated draft Corporate Complaints and Feedback Policy be adopted;

2.    Key Performance information be regularly reported using the Clearview reporting system with an annual report to Overview and Scrutiny and the Executive Leadership team together with a summary of learning;

3.    Authority be delegated to the Customer Services Manager, in consultation with the Cabinet Member for Corporate Services, in respect of future updates to this policy.

The Cabinet Member Corporate Services presented the report, noting that while CBC was committed to providing excellent customer service, there would always be times when those contacting us would not be completely satisfied. The corporate complaints and feedback policy was last reviewed 10 years ago, and it was important to update it to account for the latest guidance.

The main change in the draft updated policy was to move from a three-stage process to a two-stage process, as favoured by the Local Government and Social Care Ombudsman. This approach would seek to be dynamic and flexible, with each complaint investigated on its own merit. He acknowledged that complaints can be a useful barometer of public opinion and an early warning of problems within the system, and thanked Judy Hibbert for her work on the report.

The Leader of the Council added that it was important to clarify that the two stages of the updated process were independent of one another.

The Leader moved to a vote, where it was unanimously:

RESOLVED THAT:

1.    The updated draft Corporate Complaints and Feedback Policy be adopted;

2.    Key Performance information be regularly reported using the Clearview reporting system with an annual report to Overview and Scrutiny and the Executive Leadership team together with a summary of learning;

3.    Authority be delegated to the Customer Services Manager, in consultation with the Cabinet Member for Corporate Services, in respect of future updates to this policy.