Decision details

1        CUSTOMER FEEDBACK ANNUAL REPORT 2020-21 - The Director: Governance and Partnerships submitted a report presenting the Customer Feedback Annual Report 2021-21 – How Did We Do?

The report presented a summary of the customer feedback received during the period 1 April 2020 - 31 March 2021. Detailed findings were set out in the accompanying appendix: Customer Feedback Annual Report 2020-21 – How Did We Do?

The purpose of the report was to support the continuous improvement of the council’s offer to residents and ensure that the learning from customer feedback was captured and used to inform and enhance customer experience moving forward. The annual report was therefore important; it provided key intelligence and insight on how the council was performing against published customer service standards and as such, it was essential for informing the council’s performance management, business assurance and public engagement objectives.

The period 2020-2021 was exceptional and the impact of the Covid-19 pandemic was reflected in the profile of complaints received, including temporary suspension of business by the Local Government & Social Care Ombudsman during 2020.

The council received over 300 compliments from residents recognising their satisfaction with the quality of the council’s offer and services provided.

The report gave details of the number and type of complaints received in 2020-21.

Resolved – That the Customer Feedback Annual Report 2020-21 – How Did We Do?, be received and approved for publication.