Issue - meetings

The report reviews the Council’s policy on dealing with complaints, and in particular the guidelines for dealing with complaints received from unreasonable, unreasonably persistent or vexatious complainants. The report also provides information on complaints handling in Waverley in 2013/14, including the number of complaints received, Waverley’s performance in responding to complaints, outcomes, and lessons learned.

Recommendation

It is recommended that

1.         there should be a ‘stand alone’ policy for dealing with unreasonably persistent complainants; and

2.         the timescale for dealing with Level 2 and 3 complaints should be increased from 10 to 15 working days.

The Executive agreed that

1.         there should be a ’stand alone’ policy for dealing with unreasonably persistent complainants; and

2.         the timescale for dealing with Level 2 and 3 complaints should be increased from 10 to 15 working days.

[This item has already been considered by the Corporate Overview and Scrutiny Committee but could be called-in]

[Reason: to respond to the review of the Council’s policy on dealing with complaints]

RESOLVED  that

1.         there should be a ’stand alone’ policy for dealing with unreasonably persistent complainants; and

2.         the timescale for dealing with Level 2 and 3 complaints should be increased from 10 to 15 working days.

[Reason: to respond to the review of the Council’s policy on dealing with complaints]