Issue - meetings

To consider a report of the Deputy Chief Executive.

The purpose of this report is to provide an overview of complaints, as at the 2^nd quarter (July - September) 2016/17.

The Executive at its meeting on 15 November 2016 noted the performance in relation to complaints received in the second quarter of 2016/17 be noted.

Recommendation

The Scrutiny Committee is invited to:

a)     Review performance information contained in this report, and

b)     Comment on the performance measures reported and suggest any additional information that might be collected in future.

Officer contact: Anwar Majothi, 0161 474 3182, anwar.majothi@stockport.gov.uk    

The Deputy Chief Executive submitted a report (copies of which had been circulated) providing an overview of complaints, as at the 2nd quarter (July - September) 2016/17.

It was reported that the Executive at its meeting on 15 November 2016 had noted the performance in relation to complaints received in the second quarter of 2016/17.

The Executive Councillor for Reform & Governance (Councillor David Sedgwick) attended the meeting to answer members’ questions.

The following comments were made/ issues raised:

·         In relation to the six complaints received in relation to blue badges, it was noted that this related to the current policy being strictly applied.

·         The Scrutiny Committee expressed surprise at the low number of complaints in relation to the Contact Centre.

RESOLVED – (1) That the report be noted.

(2) That the latest performance data in relation to the Contact Centre be circulated to members of this Scrutiny Committee.

To consider a report of the Executive Councillor (Reform & Governance)

The purpose of this report is to provide an overview of complaints, as at the 2^nd quarter (July - September) 2016/17.

Executive is asked to:

a)     Review performance information contained in this report, and

b)     Comment on the performance measures reported and suggest any additional information that might be collected in future.

Officer contact: Anwar Majothi, 0161 474 3182, anwar.majothi@stockport.gov.uk    

The Executive Councillor (Reform & Governance) submitted a report (copies of which had been circulated) providing the Executive with an overview of complaints received in the second quarter of 2016/17 and outlining any lessons learnt as a consequence.

Issues relating to ‘Blue Badge’ assessments were discussed, including changes to the complaints arrangements which may have been the cause of the increase in the number of such complaints.

RESOLVED – That performance in relation to complaints received in the second quarter of 2016/17 be noted.