Content

14.1

The Executive Director of Neighbourhood Services
submitted a report:
 
(1) Outlining the complaints and compliments
Sheffield City Council received in 2023-24 reporting year in line
with corporate requirements;
 
(2) Identifying key trends and developments
within complaints; and
 
(3) Identifying future development and a
corporate complaint service improvement plan for
2024-26.

14.2

RESOLVED UNANIMOUSLY: That Strategy and
Resources Policy Committee:-

(a) note the
statistical analysis of the annual report and the breakdowns
therein including information on the performance of complaints and
the issues raised;
 
(b) agrees that
the conclusions and recommendations set out in paragraph 1.15 of
this report should form the basis of its written response to the
Annual Complaints Report for publication;
 
(c) notes the
links to the Customer Experience Strategy, which will provide the
fundamental support and direction needed to improve and transform
the way Sheffield City Council handles and manages complaints;
and
 
(d) agrees to
provide ongoing support to the implementation and service
improvements as outlined in the 2024-2026 Complaint Service
Improvement Plan.

14.3

Reasons for Decision

14.3.1

Strategy and
Resources Policy Committee has lead responsibility for complaints
including monitoring of complaint handling performance on behalf of
the Council.

14.4

Alternatives Considered and
Rejected

14.4.1

Not applicable.