Issue - meetings

The Customer Experience Manager presented the Annual Voice of the Customer Report 2025/26, which provided an overview of customer feedback, satisfaction levels and demand across the Council's main access channels.

Members were advised that complaint volumes had increased slightly during the year, largely attributable to the introduction of the new waste service, whilst complaint handling performance had remained strong. It was reported that customer satisfaction had reduced slightly, with feedback relating to the introduction and communication of the food waste service contributing to this trend.

The Committee heard that customer demand remained high, with online forms and telephone contact continuing to be the main methods through which customers accessed services. Waste services continued to generate the highest volume of customer contact and feedback.

Reference was made to service improvements implemented because of customer feedback, including updates to waste policies, improvements to information sharing processes, and officer development. Members were advised that further changes to waste services and the introduction of a revised complaints procedure may influence future reporting.

During the debate a Member of the Committee commented on changing customer expectations and communication behaviours and thanked the Customer Experience Manager for her work in responding to customer feedback and complaints.

A Member sought assurance regarding the monitoring and implementation of service improvements identified through complaints. In response, the Customer Experience Manager advised that actions arising from complaints were monitored through an improvement action process, with follow up arrangements in place to ensure actions were completed and issues resolved.

Further discussion took place regarding the nature of complaints received and whether repeat complaints were received from the same individuals. Members were advised that whilst some customers submitted multiple complaints, no consistent group of repeat complainants had been identified.

The Chief Executive provided additional context regarding waste service complaints, noting the operational challenges associated with the introduction of the food waste collection service, workforce growth, and staff recruitment. Members were advised that further improvements were being developed to support service delivery, including proposed technology enhancements and the appointment of a new Director.

Members also expressed their appreciation for frontline waste service staff and recognised their efforts in continuing to deliver services during periods of adverse weather conditions.

Clarification was sought regarding complaints relating to staff behaviour. Members were advised that such matters were addressed through the Council's established procedures, with appropriate action taken where required.

With no further comments, having been proposed and seconded, the Chairman took the vote and it was

RESOLVED that that the contents of the Annual Voice of the Customer Report 2025/26 be received and the progress made by the Council in improving customer experience over the previous 12 months be noted.