Issue - meetings

This paper outlines proposed changes to the Customer Feedback & Complaints Policy; primarily detailing suggested amendments to the investigation process in relation to Stage 2 complaints. These changes are being proposed to improve efficiency and utilise resources more effectively whilst ensuring that complaint investigations are consistently dealt with in the most robust and transparent way possible. The paper also proposes the inclusion of minor additions to the content of the policy, including the appropriate references to complaints regarding the housing service and the early resolution process, which are not currently referenced in the policy. The report also proposes, in line with Ombudsman best practice, the adoption of a Corporate Reasonable Adjustment Policy and requests for some minor alterations to be made to the Persistent & Unreasonable Complainants Policy.

The report outlined proposed changes to the Customer Feedback & Complaints Policy; primarily detailing suggested amendments to the investigation process in relation to Stage 2 complaints.  These changes were proposed in order to ensure greater resource efficiency is built into in the complaints process, thereby improving customer service, whilst ensuring that investigations are consistently dealt with in a most robust and transparent way.

The report proposed the inclusion of minor additions to the content of the policy, including the appropriate references to complaints regarding the housing service and the early resolution process, which are not currently referenced in the policy.

Alongside this, the report also proposed, in line with Ombudsman best practice, the adoption of a Corporate Reasonable Adjustment Policy and requests for some minor alterations to be made to the Persistent & Unreasonable Complainants Policy.  The report also outlined an annual audit process which will be put in place to monitor the quality and effectiveness of the proposed new policy.

Proposed by Councillor Field,

Seconded by Councillor Peall; and

RESOLVED:

1.        That the report C/21/02 be received and noted.

(Voting figures: 9 for, 0 against, 0 abstentions).

2.        That the following policies be approved:

 - Customer Feedback & Complaints Policy

(Voting figures: 7 for, 2 against, 0 abstentions).

 - Persistent & Unreasonable Complainants Policy

(Voting figures: 9 for, 0 against, 0 abstentions).

 - Reasonable Adjustment Policy

(Voting figures: 9 for, 0 against, 0 abstentions).

3.        That delegated authority be given to the Director of Place, in consultation with the Cabinet Member for Digital Transformation, to approve minor amendments to the above policies in the future, and to bring substantive changes back to Cabinet for approval as necessary.

(Voting figures: 9 for, 0 against, 0 abstentions).

REASONS FOR DECISION:

Cabinet was asked to consider and approve the proposed amendments which will lead to the changes in the Corporate Complaints Policy being implemented.