The Head of Information Governance presented the report, advising that complaints levels had been exceptionally high during 2018/19 and that Members Enquires had doubled during this period. This had been due in part to the changes within the Waste Collection Service and the introduction of wheeled bins. However it was noted that the number of complaints and member enquiries had now reduced to expected levels.

In response to questions, the Head of Information Governance advised that there was not currently a method to determine when complaints were chasing progress on previous complaints or when multiple councillors from the same ward had logged the same issue. It was currently being assessed whether a case management system could be used to manage these issues.

RESOLVED: That Members noted and commented on the report.