Decision details

The Director of Legal Services presented Members with the inaugural Annual Report relating to the operation and effectiveness of the Council’s corporate Customer Feedback Scheme (‘CFS’) between 1st April  2018 and 31st  March 2019, which provided an appraisal of the nature of feedback received by the Council’s customers, detailing how that feedback had been used and, where appropriate, utilised to ensure service improvement across the Council. 

Members were advised of the two stage complaints process which was in line with the Public Service Ombudsman for Wales Model Complaints Policy that was adopted by all Local Authorities in 2011. The Director also spoke of the improvements taken forward by the Council with the Council Feedback Service and further improvements that would be provided through the procurement of a new I.T. system for capturing both Customer Contacts and Customer Feedback.

The Director advised that Members of the Overview and Scrutiny Committee had also considered the report the appropriate levels of future reporting and the recommendations of the committee were set out within section 6 of his report.

The Deputy Leader spoke of the importance of the customer feedback scheme and recommended that incorporation of reporting of the  customer feedback scheme should be taken forward within the quarterly performance and resources reports and in addition that progress reports are presented to the Overview & Scrutiny Committee on a biannual basis (to include the CFS Annual report).

It was RESOLVED:

1.    The inaugural Annual Report relating to the operation and effectiveness of the Council’s Customer Feedback Scheme (Comments, Compliments and Complaints) (‘CFS’) between April 1^st 2018 and March 31^st 2019, annexed at Appendix 1 to the report;

2.    To note the work being undertaken by the Customer Feedback and Engagement Team and recent improvements made to the management and operation of the CFS scheme; and

3.    That following consideration of the feedback from the Overview & Scrutiny Committee meeting held on the 3^rd September 2019 that the following suggested arears for improvements in respect of the contents and publication of future CFS Annual Reports, together with CFS reporting mechanisms more generally are taken forward:

                      i.        Incorporation of reporting of the  customer feedback scheme within the quarterly performance and resources reports.

                    ii.        That progress reports are presented to the Overview & Scrutiny Committee on a biannual basis (to include the CFS Annual report)