Decision Maker: Finance, Policy and Resources Committee

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: No

Date of Decision: September 19, 2024

Purpose: This paper provides an annual report summarising the Council’s complaints performance, including an analysis of the complaints responded to by all Council Departments for the years 2023/24.

Content: The Committee resolved:   a)  To endorse the new corporate complaints policy from 1 April 2025 to ensure the council will be fully compliant with the Joint Complaints Handling Code.   b)  To reflect the reduction in time to complete investigations, this report is recommending a reduction in the Key Performance Indicator (KPI) for responding to stage 2 complaints from 80% on time to 70% on time.   c)  To review and note the report and associated appendices.