To receive the annual report regarding customer feedback in relation to the Social Care Health and Housing directorate.

The Assistant Director Resources introduced the Customer Relations Annual Report 2013/14 that enabled the Council to review important customer feedback and identify how practices might be improved.  In light of the report a Member queried why it had taken 9 months for the report to come to Committee.   In response the Director advised it was a matter of capacity and efforts would be made to bring the report to Committee sooner next year.  A wish to increase the number of complaints and compliments received and changes to the process to make it easier to make a comment would be reviewed.

RECOMMENDED

1.    That the reduction in complaints and those settled by local resolution with the intent to learn from these complaints be noted. 

2.    That the compliments received be welcomed.

3.    That  the importance of good interpersonal relationships with clients by services for older people be stressed.