To receive a report from the Information Manager and Data Protection Officer.

The Chairman welcomed Richard Steele, Group Information Manager and Data Protection Officer to present Members with the draft updated Customer Feedback Policy, pages 83 to 100 of the Agenda refer.

Members were advised that there was a clear need to manage feedback and complaints received by the Council and to deal with them appropriately.  Members were advised that the Policy was designed to achieve that aim, whilst ensuring that customers were dealt with fairly, consistently and proportionately, and that the draft document had been fully reviewed, updated, and aligned across the Partnership.

The Group Information Manager and Data Protection Officer advised Members that reviewing the policy ensured that any updates were captured in the new aligned policy, as well as ensuring the policy was still fit for purpose and complied with the Local Government and Social Care Ombudsman’s (LGSCO) Complaint Handling Code which was launched in 2024.

Members were referred to Appendix 2 which highlighted the Complaint Journey, page 99 of the Agenda refers.

Members were invited to put their comments and questions forward.

·         A Member queried whether a complaint made by a Councillor on behalf of a member of the public was assessed within the same timescales as a complaint raised directly by a member of the public.  In response, the Group Information Manager and Data Protection Officer advised Members that was correct under the new LGCSO code of complaint handling.

·         A Member queried whether the timeline for a response was 20 working days.  In response, the Group Information Manager and Data Protection Officer advised Members that the old policy required a response within 20 working days whereas the new policy required 5 working days to acknowledge a complaint and 10 working days from the date of acknowledgement to provide a response.

·         A Member further queried whether the Council had the capacity to achieve the 10-working day target. In response, the Group Information Manager and Data Protection Officer advised Members that capacity was lacking at present and that this was being examined as part of implementation of the policy.

·         A Member queried whether the same Members of staff who responded to complaints were responsible for responding to Freedom of Information (FOI) requests. In response, the Group Information Manager and Data Protection Officer informed Members that FOI requests were undertaken by the Information Governance Team and that under the new process general complaint responses were undertaken by the relevant service manager.  The Group Information Manager and Data Protection Officer further explained to Members that complaints were managed centrally and delivered to the relevant service manager to deal with complaints as effectively and quickly as possible.

·         A Member queried where Councillors would direct their complaints.  In response, the Group Information Manager and Data Protection Officer advised Members that the Policy provided guidance on the process for raising complaints.

·         A Member requested assurance that Councillors would be kept updated.  In response, the Assistant Director, Corporate advised Members that information would be provided on who and where to send complaints.

No further comments or questions were received.

The Chairman thanked the Group Information Manager and Data Protection Officer for his report.

Following which it was,

RESOLVED:

That the Customer Feedback Policy be noted and presented to the Executive Board for approval.

N.B The Group Information Manager and Data Protection Officer left the Meeting at 11.58am.