The Head of Information Governance presented the report and invited questions from members.

In response to questions, the Head of Information Governance advised that in relation to complaints for this year, there had been a significant increase in contact the last month in relation to a whole range of issues relating to the new Waste Collection Service roll-out.  It was confirmed there was a standard procedure for dealing with these complaints and that there had been meetings to learn from the London Borough of Sutton experience in 2017.  The Complaints team have an extra member of staff and to help with the increase and additional staff had been placed in the Contact Centre ahead of the Merton roll-out.  

In response to further questions, the Director of Corporate Services advised that officers were looking to make it easier to find the appropriate information and reporting channels on the Council website and the number of abandoned calls was also being monitored.

RESOLVED: That the Committee noted the report.