Agenda item

To consider a report by the Chief Officer Customer Access which provides the annual update on customer contact and satisfaction levels with customer services delivered by the Council.

(Report attached)

The Chief Officer Customer Access submitted a report which provide the annual update on customer contact/ satisfaction levels with customer services delivered by the City Council.

Appended to the report was a copy of the following document:

·  Feedback from service areas as to complaint trends and learning points (Appendix 1 referred)

The Chief Officer Customer Services, Communities & Environment presented the report and responded to Members queries and questions.

Detailed discussion ensued on the contents of the report which included:

·  An overview of Customer Contact

·  Customer Satisfaction for Customer Access

·  Compliments and Complaints – Council Wider

·  Actions taken in the previous 12 months to improve customer access and satisfaction

·  Community Hub Developments

·  Customer Relations Pilot Update

·  Corporate Review of Compliments and Complaints

Referring to paragraph 3.5 of the submitted report; Volumes of Contacts, Members queried why there was no reference or statistics for social media contact; Facebook and Twitter. A further query was raised about the use of Community Libraries, Members noted there were 1.5m contacts per year but sought further information on what was included in these figures as library book loans may also be included.  

In responding the Chief Customer Services Officer said the information for both queries was not readily available and that a detailed response would be circulated to all Members of the Committee.

Referring to Compliments and Complaints Members queried the figures in respect of the Adult Social Care and Children’s Services (stage 1 and 2 complaints) and requested if further information could also be provided clarifying the reasoning behind the figures.

Members noted there was no reference to Member’s case work and asked if this could be captured as data to inform in future Annual Assurance Reports.

In responding the Chief Customer Services Officer confirmed it was his intension to include Members case work in future reports to this Committee.

Whilst noting the assurance provided by the Chief Customer Services Officers Members emphasised their own observations with regard to constituency  case work which often highlighted real frustration with respect to customer contact with the Council

In considering Appendix 1, Members expressed disappointment and concern that staff attitude / conduct appeared to be a common complaint.

Members suggested that the matter be referred to Scrutiny Board (Adults and Health) with a view to investigating the matter further.

Reference was made to Community Hub Developments, Members were supportive of such facilities but noted they were not yet located in all areas of the city. It was highlighted by Members that numerous Council owned properties were available to fulfil this role but many had stood vacant for years and had fallen into a state of disrepair and neglect; Abbey Mills and Rothwell Civic Buildings were provided as two examples by Members. Members expressed concern about the management of such Council Assets and requested that a report be prepared by the Director of City Development with a view to providing assurance as to the governance arrangements to manage/ maintain and make best use of council buildings including those with Listed Status.

RESOLVED –

(i)  That the contents of the report and the assurances provided be noted

(ii)  Further details be provided to Members about; the volume of contacts made with the Council by Social Media and to also provide clarification as to what the 1.5m Community Libraries contacts represented

(iii)  That constituency case work be captured and included in future annual assurance reports to this Committee

(iv)  That the complaints about staff attitude / conduct in Adult Social Care be referred to Scrutiny Board (Adults and Health) with a view to further investigation of the matter and classification of the breach of complaints data reported by the Directorate

(v)  That a report be prepared by the Director of City Development  with a view to providing assurance as to the governance arrangements to manage/ maintain and make best use of council buildings including those with Listed Status.