FOI request (FOIR-139750705)
Requested Tue 27 August 2019
Responded Wed 25 September 2019
In 2015 the Observer published a letter from the lead member corporate services.https://www.hastingsobserver.co.uk/news/your-say/aim-to-improve-response-times-1-5994303#ixzz4AsE3UaYW
In this letter it stated that:
"The council is also keen to learn from complaints so that we can improve our services to residents. Starting in April 2015 an annual report on complaints trends and responses will be brought to the Cabinet. This will make the council more open and transparent."
"During 2014-15 the council will develop a new Customer Charter as part of our commitment to become more focussed on the needs of everyone who relies on the services which the council delivers - whether residents, traders or visitors."
Could you please
1. provide me with copies of the annual report on complaints trends and responses from 2015 to date or a url which points me to these reports.
2. A copy of the new Customer charter or a url which points me to this report.
ResponseBoth the annual report to Cabinet on complaint trends and the new Customer Charter have not been implemented as planned as we have not been able to implement a planned electronic complaints system as yet. The My Hastings platform will ultimately include the electronic complaint system, however we have had to implement higher volume transactions on this platform as a means of channel shift and resource efficiency.A related report was submitted to the Cabinet on 6 June 2016 (attached).
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