The Strategic Lead for Information Management presented the Annual report on Complaints and Enquiries.

The Strategic Lead for Information Management confirmed that there had been an increase in complaint volumes compared to the previous year and the main reason for this was due to an increase in complaints about waste and this was likely due to the industrial action last year. There has also been an increase in Housing Repair complaints, the reasons for this increase was due to Covid 19 as our repair contractors had staffing issues due to staff isolating and there were also material shortages.

Councillor Liddiard queried whether there had been an increase in residents saying they cannot get hold of Council staff.

Councillor Raper stated that residents that have spoken to her in surgeries in Tilbury have stated that they are not confident in using the digital system for reporting complaints due to being elderly or not being able to afford it. Councillor Raper highlighted that it is important that there is a clear route for those who don’t want to use the internet.

The Strategic Lead for Information Management responded that he has not seen a significant rise in complaints about not being able to get hold of council staff however, the report shows residents are reporting delays in replies across certain areas and there is some learning that needs to be taken away from that.

The Strategic Lead for Information Management confirmed he is aware that some residents don’t have access to the internet and he agrees that the members enquiries route can assist with this.

Councillor Thandi commented that it would be good for the Council to promote how to make a complaint through other methods such as in the paper.

RESOLVED:

1.1          To note the statistics and performance for the reporting period.