Agenda item

A report from the Director of Finance and Corporate Resources is attached. This outlines performance and organisational learning in respect of complaints handling for 2007/08.(Non-key)

(Report No.143)

Councillor Ann Zinkin (Cabinet Member for Customer Focus, Communications and Corporate Improvement) introduced the report of the Director of Finance and Corporate Resources (No.143) outlining performance and organisational learning in respect of complaints handling for 2007/08.

NOTED

1.         the content of the report in terms of performance and organisational learning derived from complaints handling;

2.         that responses to Ombudsman enquiries had for the third year running been within Ombudsman’s target time and the percentage of Council Complaint Scheme responses within target time had improved from 78% in 2006/07 to 85% in 2007/08;

3.         the annual letter from the Local Government Ombudsman and statistics as set out in Appendix C to the report. A similar level of complaints had been received (113 in 2007/08 and 109 in 2006/07). Complaints had been targeted and dealt with speedily. The Ombudsman had praised the Council’s action in settling complaints.

Alternative Options Considered: None.

Reason: To ensure the appropriate focus on complaints handling performance and learning from complaints was maintained.

(Non-key)