Public Engagement & Assurance Cabinet Member – Minutes – 21 December 2017

The corresponding report of the following item (Minute 2 refers) contains exempt information as defined in Paragraphs 1 and 2 of Part 1 of Schedule 12A of the Local Government Act 1972 (as amended).

2  (2) CUSTOMER SERVICE: REVIEW OF COMPLAINTS FUNCTION – The Director: Governance and Partnerships submitted a report seeking approval to create a new role for managing customer contact and relationships.

Historically, the management of customer feedback including complaints had been undertaken at service level in line with statutory and corporate complaint policy requirements.  The arrangement generally worked well.

However, the council’s recent restructure had created an opportunity to rethink and redesign the approach to customer feedback and complaints management and to develop an enhanced capability for managing customer feedback that supported organisational learning and enabled continuous improvement.

In order to realise the opportunity a redesign of the complaints management and contact centre management structure was proposed.

Full details of the review, including financial implications, was set out in the report and accompanying appendices.

Resolved – That Option 1, as set out in the report at paragraph 3.1, be approved.


Where there is no report this is because it is exempt, as it contains information which is considered to be of a confidential nature, as detailed in the Local Government (Access to Information) Act.