Issue - meetings

To consider a report which provides and update on Customer Services.

(Report attached)

The Committee considered the quarterly monitoring report on customer service. The report provided Members with a breakdown of the numbers of complaints and compliments recorded across the Council. Officers informed the Committee that further steps were being introduced to gain a fuller picture of failure demand and to receive feedback from customers and complainants.

Members noted that the report listed the numbers of justified and unjustified complaints as assessed by the Council and there was some concern that the assessment was somewhat subjective. It was conceded that this may be true to an extent and Officers undertook to add a number of ‘unjustified’ complaints to future reports for Members’ information.

RESOLVED that

the update for the period 1st October 2011 – 31st December 2011 be noted.