Cllr Pat Williams asked about the two instances of 125 days and 95 days were there any more?
Malcolm Flanagan said he didn’t have the details. He pointed out that how long complaints took was measured differently internally to how the Local Government Ombudsman measured them.
Cllr Pat Williams said the spokespersons should be made aware and it was important to aid understanding.
Cllr Les Rowlands said it was an excellent report and improvement. He was worried about two areas, Children and Young People and the Department of Adult Social Services. Historically they had taken a long, long time and they should work over why when they receive complaints why this should be? In return it gave them an opportunity to improve.
Malcolm Flanagan said he thought that would fall to the individual scrutiny committees.
Cllr Les Rowlands said it should be recommended to the scrutiny committees.
Cllr Dave Mitchell said he gave his congratulations to staff. On the two points about length of time, one of these complaints had been back and forth five times. He said the chronology would be easier to understand for an Overview and Scrutiny Committee. He asked why they take so long? He said it was an excellent report and that he recognised the improvements made.
The Chair, Brian Cummings pointed to the recommendation for noting.
Cllr Dave Mitchell congratulated the staff.
The Chair, Brian Cummings agreed.
Cllr John Salter said he would disagree for the first time [with the Deputy Mayor Cllr Gerry Ellis], he called regularly and calls were answered within three to four seconds. He though they were always excellent, but his local library was a bit untidy.
Cllr Dave Mitchell said that his local library was brilliant.
Cllr John Salter said he had a passport.
Cllr Bob Wilkins asked a question about mystery shoppers.
Malcolm Flanagan said their queries could not be person specific and they couldn’t make up a hole in the road. They were testing to see if they knew the information or were looking at the information. The mystery shoppers had the information in front of them.
Cllr Chris Blakeley said he agreed with [Cllr] John [Salter] and [Deputy Mayor Cllr] Gerry [Ellis] that it was a mixed bag. Streetscene three weeks ago had answered within three minutes. He said he thought it was a good service 90% of the time and bad service 10% of the time.
Stella Elliott asked about accessibility about disability, how was this evidenced?
Malcolm Flanagan said there was a minimum standard but it keeps being raised. They figured out which was worst and spoke to Asset Management. The One Stop Shops and libraries in some cases required minor adjustments. However the age of the buildings was a problem. He said all were at a minimum standard.
Cllr Pat Williams said it would be good to have more information.
The Chair Brian Cummings said the report was noted.
The Chair, Brian Cummings moved to the item entitled Mystery Shopping.
Malcolm Flanagan said that at the last meeting on the 4th July, committee members had asked for details on Mystery Shopping which had been done on the call centre, One Stop Shops and libraries. He said they don’t ask specific questions, but make up a case. There were a number of criteria which included the quality of responses. It was good to see things from the customer’s perspective especially the physical aspects. He went into the grades given to each service area. There had been some environmental concerns, signage and study areas. These would be added to the work program. Using the option of their own staff was cheaper rather than a commercial organisation.
The Chair, Brian Cummings asked if there were any questions and then asked what the concerns about libraries were.
Malcolm replied by saying they were aiming for greater linkage between the One Stop Shops and libraries. The concerns were around disabled access and signage.
Deputy Mayor Cllr Gerry Ellis said they needed more detailed figures and that it was meaningless and hard to understand. How could they call the call centres excellent when there were complaints from his residents about hanging on? Who’s wrong?
Malcolm said the good or excellent was assessed when they got through.
Deputy Mayor Cllr Gerry Ellis said that waiting doesn’t affect the excellence.
Malcolm said they do keep records of the number of people who give up. This was reported to the Council Excellence Overview and Scrutiny Committee.