The report before Members monitored and reviewed the complaints received through the Council’s formal complaints process and provided information on the number of Freedom Of Information requests received to date.  It was intended through the future introduction of a Customer Relationship Management (CRM) system that the Council would be able to understand, monitor and manage better customer’s complaints and requests. 

Mr Summers confirmed that in terms of formal complaints, 23 Stage One complaints were received in 2014/15 in comparison to 33 and 34 in previous years.  There had been 6 complaints that progressed to Stage Two in comparison to 9 and 8  in previous years.

In 2014/15, 3 complaints had progressed to the Local Government Ombudsman in comparison to 7 and 4 in previous years. 

With Freedom Of Information requests, 622 were received in 2014/15 compared to 661 in 2013/14 and 432 in 2012/13.

A motion was MOVED by Cllr Kerslake and SECONDED by Cllr Trump to agree the recommendation in the report.

A vote was taken by a show of hands and it was RESOLVED UNANIMOUSLY that:

1.    The complaints received through the Council’s formal complaints process and the number of Freedom Of Information requests received be noted. 

REASON FOR RECOMMENDATION

To monitor the Freedom Of Information requests and complaints received.