Issue - meetings

The Board considered the Making Experiences Count Quarterly Customer Service Report which provided customer feedback data for the first quarter of 2012/13.  The Head of Customer Service informed Members that, in line with the Board’s request, the report contained an update in relation to training provision and a recent mystery shopping exercise.

The Executive Director, Leisure, Environmental and Community Services confirmed that issues in respect of waste collection would be addressed through the transformation process.  Members had also raised concerns in respect of the number of agency staff used within this team and were informed that currently 12 agency staff were being used (a number of operational staff had been released to participate in the transformation process).  However, a recruitment exercise was being undertaken to fill a number of permanent posts and to reduce the number of agency staff used.

The Board discussed the importance of recording and analysing customer complaints in order for the Council to improve performance and the services it provided.

RESOLVED that the report be noted.