Agenda item

To consider a report by the Chief Officer, Customer Access and Welfare which responds to the queries from the November 2018 Governance and Audit Committee report on customer satisfaction and provides an update on customer contact and customer satisfaction with Council services.

The report outlines the work that is taking place to develop approaches which put the customer at the heart of the work and enables the council to better understand the customer experience and look at ways to enhance this.

(Report attached)

The Chief Officer, Customer Access and Welfare submitted a report which provided the annual update on customer contact and satisfaction levels with customer services delivered through Customer Access on behalf of the Council.

The report provided:

·  An update on the two key areas: telephone waiting times and transitioning to digital channels which were identified by this Committee in response to the annual report in November 2018.

·  An overview of customer contact, satisfaction and developments through the Council’s corporate customer services function – Customer Access;

·  An update on the audit of customer contact with Members;

·  An analysis of formally logged complaints though the Customer Relations teams;

·  An overview of the customer care standards.

In considering the report reference was made to council house repairs, Members suggesting that tenants would often contact the housing contractors responsible for council house repairs (Mears) directly, it was understood the call was charged at a premium rate, which was an enormous cost to the tenant.

Members were informed that such enquiries could be made through the LCC Contact Centre where calls were charged at a standard rate.

A number of Members raised the issue of call waiting times suggesting that

11 – 16 minutes to get through to particular services was not acceptable.

Members were informed that work was ongoing to reduce the volume of calls to certain services by enabling customers to self-service. It was suggested that staff recruitment and retention was an issue, once staff became fully trained they would often seek employment in other areas of the Council.

Members queried if exit interviews were undertaken to understand why staff were leaving.

The Chief Officer, Customer Access and Welfare confirmed that exit interviews were undertaken and issues such as: burnout, pressure of the job and challenging customers were all named as reasons why staff would seek alternative employment.  The chief officer explained that by employing and training of apprentices within the service there was a plan to make a virtue of workforce change by retaining these staff within the council as a whole.

Members also raised the issue of automated messages, one Member said she had dialled four different numbers but on each occasion it had gone through to an automated system and in some instances the recorded message was not up to date.

The Chief Officer, Customer Access and Welfare asked if he could be supplied with specific details so that the matter could be investigated further.

Reference was made to Customer Complaints. Members asked that reporting differentiated between local residents who contact a Councillor directly before contacting the Service, and those who escalate a complaint by contacting their councillor when the service has not responded to their satisfaction.

The Chief Officer, Customer Access and Welfare confirmed that council house repairs was a particular area where tenants were seeking the support of Councillors before the service had had an opportunity to address the issue. This was a matter that that was reflected in Members case work and was currently been investigated by the service.

Referring to the Local Government Ombudsman Annual Letter, Members requested if further details about Ombudsman complaint comparisons with other local authorities could be circulated to all Members of the Committee.

Members were informed that the requested information would be provided.

RESOLVED –

(i)  That the contents of the report be noted

(ii)  To support the work outlined to develop the approach further

(iii)  To recognise the developments outlined which will further enhance customers’ experiences

(iv)  That details about Ombudsman complaint comparisons with other local authorities be circulated to all Members of the Committee.