Issue - meetings

The Committee heard from the Customer Experience Manager, who introduced the report. It was highlighted that report included data on customer feedback, satisfaction levels, and service demand. The Manager reported that the year had been positive overall for customer experience; a new contact centre had been implemented, and a new customer experience strategy introduced, contributing to improved outcomes. It was noted that complaints had reduced while compliments had increased. Overall customer satisfaction had risen by 5%, reaching 87% overall, this improvement was attributed to the introduction of a new Customer Relationship Management (CRM) system, which had enhanced communication and service tracking for customers. It was highlighted that the newly launched Big Bin Clear Out service, introduced in April 2024, had received a satisfaction score of 95%.

The Manager continued, adding that of the 159 complaints received, 31 had been upheld, representing a decrease to 20%, and all improvement actions arising from upheld complaints had been completed. It was stated that one complaint had been upheld by the Ombudsman during the year, relating to a noise issue. No injustice had been found, but a request had been made to update information, with further details to be provided in a subsequent report to the Committee.

It was explained that customer demand had increased across all channels, with a notable rise in face-to-face contact at the Guildhall, particularly for tenant services. It was stated that telephone and online channels accounted for 94% of all contact. The Manager confirmed that work would commence on implementing a new two-stage complaints process, as recommended to all councils by the Ombudsman, with introduction planned for April 2026, subject to Management and Committee approval.

A Member of the Committee welcomed the report and praised the improvements made in customer access and service delivery. It was noted that the report reflected the Council’s investment in service accessibility and responsiveness. The increase in compliments was highlighted as particularly encouraging.

A Committee Member raised a query regarding the measurement of face-to-face contact, specifically whether visitors accessing tenant services such as Job Centre Plus were included in the statistics. It was confirmed by the Manager that all individuals entering the building were counted, as initial contact was made with Council Staff.

The Chairman expressed concern about accessibility for residents living outside the Gainsborough area. It was acknowledged that while most customers used digital or telephone channels, some individuals—particularly those less comfortable with technology—continued to rely on face-to-face contact. It was emphasised that further consideration should be given to supporting those who struggled with digital access or experienced distress when contacting the Council. The Chairman noted that Officers occasionally provided outreach support, but awareness of this service was limited among Councillors and residents. The importance of ensuring equitable access to services across the district was stressed.

It was acknowledged by the Manager that not all residents found it easy to access services, and assurance was given that where individuals were unable to do so, outreach support would be provided. It was reported that  ...  view the full minutes text for item 20