REVIEW OF MEMBER COMPLAINTS YOUR SAY
The Chair has requested that this issue be reviewed following representations made to Business Units throughout the period of the Covid-19 pandemic on behalf of local residents in the community. The Committee will be given the opportunity to explore this issue together to see if there are any common features from business units that are providing slow responses or not being able to resolve the complaint?
Decision:
The Committee was informed that the Chair had requested that this issue be reviewed following representations made to Business Units throughout the period of the Covid-19 pandemic on behalf of local residents in the community.
The Chair commented that it would be helpful for Members to be supplied with information regarding the policy for response times to both Member and public complaints.
Following a presentation on the matter from the Assistant Director (Digital & Transformation), the following issues were raised:
· Members were not always kept informed of the position with complaints, once the 10 day response time target was passed;
· It was noted that an improved digital solution for complaints (expected to be in place by April 2021 at the latest) would help to track responses to ensure that target times were met;
· The Assistant Director (Digital & Transformation) undertook investigate the position with regard to Members being advised when complaints cases were closed.
It was RESOLVED that the Assistant Director (Digital & Transformation) arrange for Members of the Community Select Committee and the other Scrutiny Chairs to be provided with data in respect of how the Customer Focus Team operates, including policy response times and relevant statistics on performance.