Agenda item

The Business Manager for Complaints and Enquiries introduced the report, which detailed information and analysis of complaints and Members’ Enquiries (MEs) received between 1 April 2019 and 31 March 2020.

Members heard that the number of informal complaints received during this period had reduced from 2,756 to 2,339, a drop of 15%, with a 3% increase of Stage 1 complaints (from 837 to 861), a small increase at Stage 2 (from 73 to 80), and no Stage 3 complaints were received for this period. There had also been a significant drop in Ombudsman investigations from 86 to 59, while compliments increased substantially from 234 to 301. The Business Manger expected the volume of complains to double for 2020/21 as a significant number of compliments had been received in relation to wildflowers planted across the Borough. MEs had seen a small drop from 11,675 to 11,423 but remained consistent. The Business Manager for Complaints and Enquiries confirmed that next year a five year analysis will be provided to the Committee. Waste Services also received the most MEs, with 5,949 enquiries, more than many other areas combined.

Councillors were informed that an analysis of complaints showed that delays or poor communication accounted for the majority of justified complaints, and it was vital that response times for complaints in some areas improved.

Responding to the Committee’s questioning, the Business Manager for Complaints and Enquiries noted that Stage 1 complaints could take from four to five hours on average to investigate and respond. Enquiries from the Ombudsman took considerably longer to process, and on average this would take up five to seven hours of officer time to provide the information requested. Members also heard that complaints regarding Children’s Services were even more time consuming as they were split into three tiers, with Stages 2 and 3 of this statutory process requiring independent investigators to be appointed and the need for all officers to be interviewed. There is also a financial cost to the Council for Stages 2 and 3. Although the Council did not receive many of these complaints, they do take up a considerable amount of time of staff at officer, manager and Head of Service levels.

The Business Manager for Complaints and Enquiries stated that, with regards to anti-social behaviour complaints, GDPR requires that we do not disclose to a complainant any personal details relating to their neighbour. This means that when a complaint is received, officers will not be able to tell a complainant what specific action was taken against their neighbour, if any, but a response in general terms will usually be issued. The Committee heard that there have been more anti-social behaviour complaints during the Covid-19 pandemic, including on noise and parking.

Members noted that the Council is focused in using feedback received to drive up service improvement in many areas, and thanked officers for their good work and the comprehensive report.

RESOLVED: That the Annual Complaint and Service Monitoring Report for 1 April 2019 to 31 March 2020 be noted.