Decision Maker: Mid Suffolk Cabinet
Decision status: Recommendations Approved
Is Key decision?: Yes
Is subject to call in?: No
74.1 The Chair and Cabinet Member for Customers, Digital Transformation and Improvement, Councillor Morley introduced the item and provided a summary of the main points in the Quarter 2 Performance paper.
74.2 The Chair invited questions from other Members attending the meeting.
74.3 Questions included the increased rate of abandoned telephone calls and wait times for Customer Services, and the increase in Stage One complaints and whether there was a particular sector which had received more complaints in the last quarter.
74.4 The Cabinet Member for Customers, Digital Transformation and Improvement responded that the figures had remained high, but that figures for October were lower, that the abandoned call rate was down to 13% and the average wait time was 1 minute and 57 seconds. The increase in Stage One complaints had mainly related to Council house complaints and waste collections.
74.5 In response to further questions from other Members attending the meeting in relation to Stage One complaints for Council Housing, the Assistant Director for Housing explained that they mainly related to waiting times. There had been a decrease in these complaints in the past month and the response rate had also improved. He then detailed the measures taken by the Housing team to continue to improve the service to tenants.
74.6 The Cabinet Member for Customers, Digital Transformation and Improvement continued to respond to questions on issues including that the delivery plans were on Connect and the outcomes framework format would be changing over the next few months.
74.7 The Quarter 2 Performance was noted.
Publication date: 07/12/2021
Date of decision: 06/12/2021
Decided at meeting: 06/12/2021 - Mid Suffolk Cabinet
Accompanying Documents: