Issue - meetings

The latest customer service monitoring report was considered by Members. An overall reduction in complaints was noted, and this was largely attributed to a significant drop in complaints regarding housing and repairs and maintenance. An accompanying drop in the numbers of complaints dealt with in 15 days was linked to the reduction in relatively straightforward housing-related complaints.

Other matters that were brought to Members’ attention included the forthcoming introduction of a new call-handling system and a slow but steady rise in the numbers of payments made to the Council by electronic means. Those areas where customer complaints and suggestions had led to the revision of service delivery were also highlighted for the benefit of Members.

The Committee welcomed the introduction of the new phone system but did query current methods for dealing with calls that were unanswered as a result of Officers dealing with an existing call. Officers explained that this issue was often the result of their colleagues not using the full range of features available on the phone system.

RESOLVED that

the update for the period 1^st October 2012 – 31^st December 2012 be noted.