Decision details

Complaints against Bracknell Forest Council in 2013-14

Decision Maker: Executive

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes

Purpose:

To brief the Executive about complaints made against the Council in 2013-14.

Decision:

That:

 

  1. The approach taken to dealing with and learning from complaints to the Council be endorsed

 

  1. The Annual Review letter of the Local Government Ombudsman to the Council for 2013/4 be noted

 

  1. The information on other complaints against the Council in 2013/14 be noted

 

  1. The developments in complaints handling be noted

 

Reasons for the decision:

 

The Council’s staff guidelines on complaints stipulate that, ‘The Chief Executive’s Office shall write an annual report about complaints, which shall include reference to the annual letter issued by the Local Government Ombudsman’. This report gives the Executive information on an important aspect of the Council’s services to residents, in keeping with the Council’s Charter for Customers, which includes always putting the customer first, learning from feedback, and continually aiming to improve the Council’s service and performance.

 

To support the implementation of the corporate Customer Contact Strategy, endorsed by the Council’s Executive on 5 July 2011. This strategy’s overarching aim is to improve the quality of customer service to residents and service users.

 

Alternative options considered:

None

Interests and Nature of Interests Declared:

None

Wards Affected: (All Wards);

Financial Impact: Within existing budget.

Declarations: None

Subject to Urgent Proceedings: No

Making Representations: In writing to the Assistant Chief Executive

Other reasons / organisations consulted

N/A

Consultees

N/A

Contact: Richard Beaumont, Head of Overview & Scrutiny Email: richard.beaumont@bracknell-forest.gov.uk Tel: 01344 352283.

Report author: Richard Beaumont

Publication date: 21/10/2014

Date of decision: 21/10/2014

Decided at meeting: 21/10/2014 - Executive

Effective from: 30/10/2014

Accompanying Documents: