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1.           
That the Director of Environment & Property and
the Head of Housing Maintenance, Investment and Corporate Health
& Safety be thanked for their summary of the case, analysis of
the lessons learned and the update on how procedures to deal with
complex repair issues have been improved.

2.           
That the Environment & Property Team reviews, in
conjunction with the Council’s Head of Customer Data &
Insight, its current Key Performance Indicators in relation to
complaints about repairs and maintenance work, assess whether these
adequately measure performance and whether improvements need to be
made to how these are measured and reported.

3.           
That the Customer Services Team reviews the
Council’s general, on-line complaints form to make it easier
and more straightforward to use and that consideration be given to
separating the complaints and compliments forms so that they are
both stand-alone processes which are easy to locate and access on
the Council’s website.