Decision details

RESOLVED – that:

a)    the Customer Feedback Reports for 2025-26 in respect of Adult Statutory Complaints, Children’s Statutory Complaints and Corporate Customer Feedback and the Local Government and Social Care Ombudsman Review Letter 2026 be reviewed;

b)    the positive performance highlighted in this report, including the continued increase in positive feedback, reduction in the average time to respond to complaints, growth in mystery customer volunteers and being the first council in the UK to receive ServiceMark accreditation from the Institute of Customer Services for customer service excellence be noted;

c)    the commitment for all directorates of the Council to provide an excellent customer experience in line with the vision and aims set out in the Customer Strategy 2025-2030 be noted; and

d)    the findings of this report and the importance of robust open and transparent complaint handling and feedback processes that we have introduced for our residents be welcomed.