Agenda item

Members consider the Annual Voice of the Customer report, which summarised customer feedback from the year 2020/21 and which analysed customer contact and demand data.

The Voice of the Customer Report not only  examined customer feedback but also took into account a wider scope of customer views, expectations and opinions which had been collected from a number of customer contact channels, including, day-to-day interactions, compliments, comments and complaints received (customer feedback) and customer satisfaction survey responses.  The focus being to turn these insights into actionable solutions to drive continuous improvement and deliver a better service for our customers in line with the objectives of the Corporate Plan.

There had been a decrease in complaints overall and an increase in compliments received. A smaller number of complaints had been upheld overall. Where complaints had been upheld it had resulted in changes to processes and procedures; improvements in information provided to customers; and improvements to the online booking system.

Customer demand overall had decreased and there had been a considerable shift to online transactions given the circumstances of the past year,  with the reception area remaining closed. The temporary closure of some services, such as certain waste services and the Trinity Arts Centre, for example, had resulted in a reduced number of telephone calls.

Members noted the number of variances which had been in play the past year making year on year comparison difficult. That being said Members commented on the positive position and recognised that the Council had responded well, overall, to the situation. Members also welcomed the fact that response times had only increased minimally given all the additional duties placed upon the Council during the pandemic.

Reference paragraph 2.18/19 in the report, which related to an increase in complex cases, Members questioned why this may be the case?, Whether this trend was expected to continue? And whether any mitigating actions were required.

In responding Officers advised, that complex cases primarily related to planning, one case being almost 20 years old. It had been recognised that other organisations, included time limits for complaints, including the LGO. This was something the Councils current policy did not include and as a result the Council occasionally found itself dealing with very old matters. It was therefore intended that the Policy would be reviewed and submitted to the relevant committee for approval within the next few months.

Members posed further questions, and in particular sought information regarding the waste service, noting there had been an increase in compliments but also a rise in complaints.  Information was sought as to how many of these related to fly tipping as Ward members had seen an increase in the number of residents contacting them regarding this matter.

In response, the presenting Officer advised that only where the service had failed to respond to a complaint would it feature in this report, as such the total number fly-tipping service requests sat with the service. Officers undertook to provide the required data to the Councillor concerned outside of the meeting.

Again referencing the number of complex cases Members spoke of their concern and of their experiences within the wards in dealing with complaints. Some were often minor issues complicated by the approach taken by the complainants.  Concerns were raised that this was now having a wider impact with examples being provided.

Officers thanked Members for acknowledging the complexities of dealing with complaints but gave assurance that policies were in place to address both vexatious complaints and vexatious contact.

Members considered it was important that time and resources were used appropriately. A member of the Standards Committee indicated that similar concerns had been raised at their previous meeting. A number of complaints often related to a misunderstanding around roles and responsibility and it was therefore hoped in respect of standards complaints that training and information could be provided to residents and Councillors in order to manage their expectations and improve their understanding.

RESOLVED that: -

(a)         the contents of the Annual Voice of the Customer report be noted;

(b)         Members are assured that robust and effective measures are in place to improve the overall customer experience; and

(c)         the work of the Customer Experience Officer and the Councils ‘right first time’ approach be supported.