Agenda item

To receive the Annual Customer Feedback report 2025/26.

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.

The Cabinet Member for Finance and Resident Services presented the Annual Customer Feedback Report 2025/26.

The report provided an overview of customer feedback received across Council services, including corporate feedback, Adult Statutory Complaints, Children's Statutory Complaints and the Local Government and Social Care Ombudsman Annual Review.

The Cabinet Member highlighted the Council's achievement in becoming the first local authority in the United Kingdom to receive the Institute of Customer Service ServiceMark accreditation and noted continued improvements across a range of customer service indicators. Compliments had increased by 24% during the year, customer satisfaction within the Contact Centre stood at 96%, and average response times for corporate complaints had reduced to seven working days.

The report also demonstrated improvements in Adult Social Care and Children's Services complaint handling and confirmed 100% compliance with Ombudsman recommendations during the reporting period.

Cabinet Members welcomed the report and paid tribute to officers and frontline staff across the Council for their professionalism, dedication and commitment to customer service. Members recognised that customer feedback, including complaints provided valuable opportunities for learning, service development and continuous improvement, and welcomed the Council's continued focus on using feedback to inform and improve services.

Members particularly noted the increase in compliments received and the Council's national recognition for customer service excellence. They highlighted the significant volume of customer interactions handled by the Council, noting that complaints represented only a small proportion of overall contacts and welcoming the commitment to maintaining a range of accessible contact channels for residents, recognising the importance of ensuring services remained available to those who may be digitally excluded.

Members further acknowledged the positive performance within Children's Services, including improvements in response times and the work of the Voice of the Child Team, recognising the value of both positive and negative feedback in supporting learning and service improvement. The report was welcomed as evidence of the Council's commitment to openness, transparency and the delivery of high-quality services for residents.

The Leader of the Liberal Democrat Group welcomed the report and praised officers for their diligence in responding to customer concerns. He highlighted the importance of maintaining telephone access for residents and suggested further improvements to automated customer contact systems.

In response, the Leader noted the pace at which technology continued to develop and highlighted ongoing work to improve customer contact systems and service accessibility.

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.