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REPORT OF: CHIEF EXECUTIVE'S POLICY UNIT MANAGER

TO: MANAGEMENT TEAM

DATE: 20th MAY 2008

Contact Details: Marie Mason & Zarka Nazir

Tel. No: 01282 661790 & 01282 661973

E-mail: [email address] & [email address]

COMPLAINT MONITORING REPORT:

2007/08

PURPOSE OF REPORT

1) To inform Management Team with an analysis of the documented complaints received by the Council across all departments in 2007/08.

RECOMMENDATIONS

1) Management Team is asked to note this report.

REASONS FOR RECOMMENDATION

To inform Management Team of the complaints received by the Council, and to resolve any issues identified.

ISSUE

Background

  1. The Council is committed to providing the best possible level of service to all of its customers; however it is understood that this is not always feasible. The corporate complaints policy and monitoring procedures are in place to resolve any issues identified.

  1. Each Service Area continues to document all complaints and compliments, no matter how they are received, to help us identify and address any issues that are regularly resulting in customer dissatisfaction.

Current Status

  1. The analysis attached with this report (Appendix 1) is based on the information received from each Service Area for the period 1st April 2007 - 31st March 2008.

IMPLICATIONS

Policy: Refer to the Corporate Complaints Policy.

Financial: None arising from this report.

Legal: None arising from this report.

Risk Management: Failure to effectively monitor complaints and deal with any problems could impact upon the Council's customer satisfaction levels.

Health and Safety: None arising from this report.

Sustainability: None arising from this report.

Community Safety: None arising from this report.

Equality and Diversity: Complainants details are noted where provided but further information could be obtained.

APPENDICES - Appendix 1 - Annual Complaints Analysis Summary 07-08

LIST OF BACKGROUND PAPERS - These are all held on files within the Performance Management and Programmes Team and are available upon request.

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