Annual complaints report 2023-2024

Summary of report
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Learning from complaints

Annual complaints report 2023 - 2024

Appendix 2 Lessons Learnt:

Service Area	Subject	Lessons Learnt
Corporate Debt	Handling of a registration for Business Rates for a business premises	An instruction sent out to the teams taking calls to remind customers during such calls in the future that charges remain due and payable as billed until any changes are officially notified to us by the Valuation Office Agency (VOA) regarding the banding of properties.
Corporate Debt	Customer not advised of the period their business rate arrears related to and therefore was unable to make payment	Adequate training has been given to those staff members concerned.
Corporate Debt	Outstanding balance in relation to a housing benefit payment	Actions of the team in relation to the recovery of Housing Benefit Overpayment. Further guidance and mentoring have been put in place through the Specialist team. This will empower the Case Team to make more informed decisions based on differing circumstances. Actions and behaviours of the Case Officer during the call. Call listening and feedback sessions have been introduced as part of monthly 1:1s with relevant staff. All personal development is linked with our core values and competency framework. Discussions and feedback have been provided to staff member and notes placed on their 1:1 record, clear expectations have been reiterated. Mentoring has been provided in relation to adapting behaviours to appropriate situations. Actions of the Recovery Team following the outcome of the Stage 1 complaint. Further mentoring has been provided to the Team Leader to encourage making sound decisions based on the customers’ needs in line with the competency framework. Request for a Debt Relief Order. Review of existing templates to ensure increased sign positing the needs of the customers in line with core values.
Grounds Maintenance	Horrible Noise on a Sunday on Leas Lower Coastal Path	Whilst the team cannot stop using the blowers at weekends for health and safety reasons. Research has been undertaken on use of battery powered equipment and its benefits (less noise, less disturbance to surroundings, no fumes etc) and will be purchasing these if deemed suitable for the task. A total of three battery powered blowers were purchased in November 2023.
Grounds Maintenance	Spraying weed killer that killed commemorative rose.	Grounds Maintenance Team have been drawn to the attention of the rose and asked to be more vigilant during their strimming operations.
Housing Strategy & Options	Complaint about Kent Home Choice	We have learnt form the issues that have arisen from this complaint and have made sure that your housing application now has no restrictions. We have also changed the minimum age on sheltered property adverts to make sure that those under 60 an eligible can still bid on them. I have also spoken with various housing associations to let them know about this so that they also follow the same procedure. We will also check each advert before it is published to make sure all restrictions are removed. Staff are being updated and trained as soon as issues are identified and dealt with.
Planning	Senior Planning Enforcement Officer advised/approved me incorrect information	To prevent a recurrence of this, clarification will be provided to planning enforcement officers on how such conditions need to be interpreted.
Waste Services	Property did not have their recycling collected three times and food waste bin not collected.	Arrangement made for clear sacks to be sent to customer as a temporary measure. Waste Services alongside Veolia worked on a project to ensure that recycling is being collected from properties that are on a ‘narrow access round’. Affected properties have been lettered and advised how to present their refuse and recycling for collection. The project went live on 9 September 2024 and will ensure that all properties are following the alternate fortnightly collection service across the district.
Waste Services	Food waste collection – damage to verge near property.	Regarding the damage to the verge near to property. We have asked Veolia to inspect this and address any issues in relation to re-instating verge back to its previous condition. We have also asked that Veolia speak to the crews' concerned to avoid any repeat instances in the future. The waste service officers now hold monthly meetings with Veolia to discuss issues including crews driving over private land and other areas. Waste services have asked the Veolia supervisors to ensure they hold regular talks with their crews advising them not to park/drive over any private land.