Report by the Customer and Corporate Communications Manager (attached).

The Customer Feedback and Service Improvement Officer presented a report in relation to Compensation Payments to the Committee (circulated previously), which detailed the payments form 1^st June to end of November 2018. 

She advised that there had been a number of compensation payments made to Customers in relation to the Waste and Recycling Service adding that the percentage was relatively small given the number of customers that used the service. The green waste service was a paid for service, so compensation payments in that area had increased. There had been no Ombudsman decisions in relation to any of the complaints.

In response to a question regarding the compensation amounts that been made, the Customer Feedback and Service Improvement Officer advised that the payments were not proportional to the fee paid by customers. Instead it was assessed on each individual case and circumstance.

In response to a question regarding the installation of BARTEC in all vehicles, the Customer Feedback and Service Improvement Officer advised that there was now enough systems for each vehicle within the fleet.

In response to a question regarding a compensation payment of £500 for miss advice from a contractor, the Head of Resources advised that the responsibility was on the Council to ensure that the information was correct. He added that the payment came from the Environmental Health and Housing Budget.

The Customer Feedback and Service Improvement Officer advised that the three month break in green waste collections over the winter months had been reduced to two months following feedback from customers.

Resolved, that the report be noted.

The Committee thanked the Customer Feedback and Service Improvement Officer for her attendance at the meeting.