Agenda item

This report will present the draft final report of the Customer Complaints scrutiny review. 

Members considered a report which presented the findings from the scrutiny review of the Council’s Customer Complaints policy carried out by a Task Group made up of members from the Effective Organisation Committee. Members were asked to consider and approve the recommendations arising from the review.

The Members who had formed the Task Group advised the rest of the Committee of the Committee that the review had been undertaken at the correct time and had enabled Members to feed into the Corporate Customer Feedback Policy.

In terms of the recommendations the Committee felt that recommendation 6 could be worded differently to reflect that stage one complaints do not receive an acknowledgement letter as it is policy for officers to deal with stage one complaints within 10 days.

RESOLVED:             That the Effective Organisation Overview and Scrutiny Committee agreed the recommendations listed in the report.¹

REASON:                  To achieve the objectives of the review, including reducing the number of complaints and contributing to any further efficiency savings beyond those identified by the More for York review.