To consider a draft updated Customer Feedback Policy.

• That the draft Customer Feedback Policy at Appendix 1 to the report be approved.

• That the Monitoring Officer be authorised to make amendments to the Policy to ensure it remains up to date and to reflect Complaint Handling Code guidance and recommendations issued by the Ombudsman.

A report was presented to introduce a draft updated Customer Feedback Policy for the Council.

During his introduction of the report, the Leader of the Council highlighted that there was a clear need to manage feedback and complaints received by the Council and to support staff to deal with them appropriately. This Policy was designed to achieve that aim, whilst ensuring that customers were dealt with fairly, consistently, and proportionately.

The draft document had been fully reviewed, updated, and aligned across the Partnership.  Reviewing the policy ensured any updates were captured in the new aligned policy, as well as ensuring the policy was still fit for purpose and complied with the LGSCO’s Complaint Handling Code which was launched in 2024.

Further to a query from the Portfolio Holder for Community Safety, Leisure & Culture and Carbon Reduction, the Chief Executive confirmed that the 5 days response time related to the initial acknowledgement of the complaint.

RESOLVED

• That the draft Customer Feedback Policy at Appendix 1 to the report be approved.

• That the Monitoring Officer be authorised to make amendments to the Policy to ensure it remains up to date and to reflect Complaint Handling Code guidance and recommendations issued by the Ombudsman.

Reason

To ensure the Council has suitable procedures in place for responding to and dealing with feedback and complaints received.

Other Option

Keep current Policy – not recommended.