Issue - meetings

Report of the Strategic Director, Corporate Services and Governance

The Committee considered a report that provided an analysis of complaints and compliments recorded by the Council and the Gateshead Housing Company in the year ended 31 March 2016.

The value of feedback in the improvement and development of services was acknowledged.

The number of complaints (387), compliments (723) and independent reviews undertaken during the year 1 April 2015 – 31 March 2016 were reported.

The computerised recording system made it easier to track and respond to complaints. However, the system now requires an upgrade that reflects the new structure of the Council and provides improved statistical interrogation and analysis.

It was queried whether there are means of establishing if complaints have been received regarding the need to pay for replacement household waste bins, when lost or stolen and if so, how many. It was reported that a high level of feedback is received in relation to this in the Council’s Have Your Say inbox but that emails of this nature would not be recorded as a step 2 complaint.

It was clarified that issues and trends such as feedback regarding charges would be responded to, recorded and monitored by Services but would not be recorded as step 2 complaints.

The Committee was pleased to receive details of the compliments that have been received and agreed that they demonstrate the significant value of the Council’s services to residents.