The Assistant Director (Information, Customers and Communities) provided the Scrutiny Committee with a summary of corporate complaints and compliments received during the third and fourth quarters of 2020/2021 (September 2020 – March 2021). The Committee was reminded that part of the Council’s performance management process was to ensure the Authority’s ambition to continuously improve services was realised.
It was reported that in total, 282 new complaints were received during the second half of 2020/2021, across all services. The majority of the complaints were resolved at ‘Stage One’, with only 17 escalating to ‘Stage Two’ and two complaints being dealt with at ‘Stage Three’. A total of 119 compliments were received during this reporting period.
That the report be noted.