Issue - meetings

The Leader welcomed the Head of Customer Services, Amanda de Warr to her first Cabinet meeting.

Members considered a report on proposed changes to the Corporate Customer Feedback Policy.

It was noted that the changes were intended to provide a more effective means for a customer to submit comments, compliments and complaints about Council services or staff. It was anticipated that the alterations would result in a more streamlined process which would be simpler for the customer to access and for staff to administer. It would also ensure a consistent approach was adopted by officers when dealing with customer feedback.

The Head of Customer Services reported that under the new process complaints would be dealt with at Head of Service level in the first instance and that in many cases this would obviate the need for customers to re-iterate the complaint a number of times.

In response to questions from Members it was stated that the system for the monitoring of complaints would be developed and that feedback and information on trends would be available. This was valuable in understanding customers and informing what services were provided in the future.

Following discussion it was

RESOLVED  that the revised Corporate Customer Feedback Policy, as set out in the appendix to the report be approved.