Minutes

1        CUSTOMER FEEDBACK ANNUAL REPORT 2022-23 – The Director: Governance and Communities submitted a report presenting the Customer Feedback Annual Report 2022-23 – How Did We Do?

The report presented a summary of the customer feedback received during the period 1 April 2022 - 31 March 2023.  Detailed findings were set out in the accompanying appendix: Customer Feedback Annual Report 2022-23 – How Did We Do?

The report’s purpose 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.

There was a statutory requirement to present an annual report on representations and complaints which had been addressed by adults and children’s services through their respective regulated processes.  The initial stage of the complaints process rested with the council where the principles of timely restorative practice were applied.  Subsequent stages required referral to the Local Government and Social Care Ombudsman for independent investigation.

The report and appendix set out details of complaints received, along with issues and findings.

Resolved – That the Customer Feedback Annual Report 2022-23 be received and approved for publication.