Minutes

1      CUSTOMER FEEDBACK ANNUAL REPORT – The Director: Governance and Partnerships submitted a report presenting the Customer Feedback Annual Report 2021-22 – 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 council received over 100 recorded compliments from residents recognising their satisfaction with the quality of the council’s offer and services provided during the year 2021-22.

The number of complaints received in 2021-2022 was slightly lower than 2020-2021, continuing a positive trend of reducing complaints year on year for the last five years. The number of complaints received remains at a low level in comparison to the number of people who live in North Lincolnshire - equivalent to 0.2%.

The report gave details of the number and type of complaints received in 2021-22.

Resolved –That the Customer Feedback Annual Report 2021-22 – How Did We Do? be received and approved for publication