The Committee considered the Local Government and Social Care Ombudsman Letter (circulated previously).

The Head of Customer Focus confirmed that this letter contained the summary of complaint statistics for the year ending March 2024.

·       The Head of Customer Focus advised that of the complaints received, two were in Waste and Recycling, and three in Environmental Health. All issues had since been resolved.

In response to questions from the Committee, the Head of Customer Focus advised:

·       SMT met with all services on a monthly basis and discussed the services within the CRM. This included considering whether the availability of additional information on the website could have prevented some complaints.

·       Regular post-call surveys were undertaken with further, more in-depth surveys emailed out to those willing to take part. 

·       The number of complaints received was 51% less than the previous year.

In response to a question from the Committee, the Director of Resources and Deputy Chief Executive advised that the key performance indicator (KPI) reports were presented to Strategy and Resources Committee, followed by Policy Development Committee and then onto Full Council, and was not under the remit of the Governance Committee.

The Head of Governance confirmed the publication of performance data/statistics was part of a future action plan.

RESOLVED that the Local Government and Social Care Ombudsman Letter be noted.