Agenda item

(1)       The report provided information on customer feedback received during 2010/11 and gave examples of where analysis of the data had led to service change across the Directorate.  The report also outlined trends, the source of feedback, overall performance on handling complaints, diversity data and an update on Local Government enquiries.

(2)       Across EHW, 1694 compliments were received from April 2010 to March 2011 compared to the same time period in the previous year when 1655 compliments were received.  This represented a 2% increase in compliment volumes with Kent residents complimenting the Directorate on the way Highways and Transportation managed the winter service, pothole repairs, the calibre of staff and the speed of response.    

(3)       Looking at complaint volumes, 2272 complaints were received from April 2010 to March 2011 compared to the same time period in the previous year when 1641 were received.  These were predominately received by the three service areas that had higher customer contact (or customer footfall) – Highways & Transportation, Country Parks and Waste Management.  No complaints were received within Integrated Strategy & Planning.

(4)       A number of factors contributed to the increase including the severe weather conditions experienced across the county in December 2010 which had an impact on Kent roads and led to subsequent issues relating to the winter policy, potholes and insurance claims.  Feedback was also received on car parking charges at the Country Parks and the twin axle policy/height barriers/walking waste onto the sites at the Household Waste Recycling Centres.

(5)       An important part of the analysis around customer feedback (particularly looking at trends) is to identify those things that are causing customer dissatisfaction and then implementing service improvements that make a difference to the residents of Kent. 

(6)       This was a key focus for EHW throughout 2010/11 with several customer focused improvements being implemented which made a difference to the customer experience when they interacted with the Directorate and KCC overall.

(7)       Keeping customers informed of progress is also important and looking at response times, 99.6% of customers received an acknowledgement within 3 working days and 92% received a full response within 20 working days.  1576 (69%) of customer feedback was initially received through the Contact Centre. 

(8)               During discussion the following issues were raised:-

(a)                           Mr Willicombe (i) asked if salt bins would be filled prior to the bad weather; and (ii) referred to work carried out on Sterling Road, as a result of severe weather, which had caused road breakage resulting in potholes.  The road was due to be thin surfaced but was not carried out due to gas works taking place.  Mr Willicombe asked whether the work would be completed.  Mr Burr (i) confirmed that all salt bins would be filled prior to winter; and (ii) stated that thin surfacing work was weather susceptible and some schemes needed to be delayed.  However, all schemes programmed would be carried out.

(b)               Mr Harrison stated that Street lighting was not mentioned and referred to the former system of posting stickers on columns.  Mr Burr stated that there very few complaints relating to street lighting and he would ask the Street Lighting Manager to contact Mr Harrison direct to discuss.

(c)               Mr Manion requested a geographical spread of complaints.    Mrs Easdown stated that records were maintained geographically, area by area, and would supply the relevant information direct.    

(9)       RESOLVED that the report be noted.