Issue - meetings

Introduction of a two stage corporate complaints policy

Meeting: 13/02/2012 - Executive (Item 17)

17 Introduction of a two stage corporate complaints policy pdf icon PDF 79 KB

Brent has had a three stage complaints policy in place for over 10 years. Since the policy was first introduced the Council’s overall management of complaints has improved to the extent that we are now in a good position to introduce a streamlined two stage complaints policy that will be less time consuming and have other tangible benefits for customers and the Council. This report explains why officers consider that it is now time to update the complaints policy, what the new policy comprises of and the steps that have been taken to ensure a smooth transition.

Additional documents:

Decision:

that agreement be given to the introduction of a two stage complaints policy for Council complaints with effect from April 2012 .

Minutes:

Brent has had a three stage complaints policy in place for over 10 years. Since the policy was first introduced the overall management of complaints has improved to the extent that the council was in a good position to introduce a streamlined two stage complaints policy that will be less time consuming and have had other tangible benefits for customers and the council. The report from the Director of Strategy, Partnerships and Improvement explains why officers consider that it is now time to update the complaints policy, what the new policy comprises of and the steps that have been taken to ensure a smooth transition.

 

RESOLVED:

 

that agreement be given to the introduction of a two stage complaints policy for Council complaints with effect from April 2012.