Decision details

Referral from Scrutiny Committee - Review of the Council’s Customer Services

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes

Purpose:

To explore how performance issues might be addressed, in particular lost calls and complaints response times

Decision:

RESOLVED that:

 

A     The proposal to introduce a new performance indicator and target for Contact Harlow telephone waiting times, as detailed in paragraph 11 of the report submitted, is approved.

 

B    A review be undertaken of the performance target for meeting the Council’s complaints procedure timescales.

Publication date: 27/02/2015

Date of decision: 26/02/2015

Decided at meeting: 26/02/2015 - Cabinet

Effective from: 07/03/2015

Accompanying Documents: