Issue - meetings

THE CABINET MEMBER FOR CUSTOMER SERVICE AND COMMUNICATIONS, COUNCILLOR LYNN DENHAM, RECOMMENDS:

1.      That the Cabinet approve the suggested amendments to the Complaints and Feedback Policy, taking account of suggestions made by Internal Audit.

2.      That the Cabinet note the Council’s performance for 2012/13 with regards to complaints received.

The Cabinet received the Annual Complaints 2012/13 and Policy Update Report. The Portfolio Holder for Customer Service and Communications presented the report. The Portfolio Holder made particular reference to the proposed changes to the Council’s Feedback and Complaints Policy as outlined in the report. The Portfolio Holder also emphasised that the Council needed to learn from complaints to make service improvements.

The Chairman of Performance Management and Budget Scrutiny Committee advised Cabinet of the comments made by the Committee at its meeting on 4^th June 2013. The Chairman informed Cabinet that the Committee welcomed the report and policy update, and highlighted the need to use feedback as a learning tool.

RESOLVED:  That the Cabinet:-

1.      approve the suggested amendments to the Complaints and Feedback Policy, taking account of suggestions made by Internal Audit; and

2.      note the Council’s performance for 2012/13 with regards to complaints received.