Issue - meetings

Resolved:

That the Committee should receive a written briefing from the relevant Cabinet Member about improvements to the efficiency of iCasework.

Ralph Wilkinson (Head of Public Services) introduced the report and highlighted the following key points:

·         There has been a 10% increase in complaints, which was expected given the elections in 2014 and the reductions in budgets.

·         The Customer Services received the largest number of complaints and has the most direct interaction with the public.

·         The top three issues with complainants were Council Tax, Lewisham Homes Property Services and Lewisham Homes Housing Management.

·         The increase in Council Tax complaints was expected due to the introduction of the Council Tax Reduction Scheme, which introduced 24 000 extra billings and meant taking a lot more action.

·         Complaints are used to drive improvements in service delivery and there has been improved web content and information provided.

·         The Independent Adjudicator’s feedback was largely positive, acknowledging the context to the increase in complaints and that Lewisham is helpful in resolving complaints.

In response to questions from the Committee, ralph Wilkinson provided the following information:

·         Officers are reviewing the use of iCasework and may move to an internally developed CRM system. The iCasework system has flaws and officers are aware of this. The system is being upgraded now and there is confidence that most complaints go through iCasework, although some complaints will inevitable slip through. Any responses from Executive Directors to complaints will be entered into iCasework.

·         Temporary accommodation is a big issue and the Council can sometimes struggle to procure it. There is a lot of work taking place in the Housing Options team to improve this.

·         There are issues in the difference in quality and time of response between Lewisham Council and Lewisham Homes, with the accuracy and quality of responses a concern. Officers will be meeting with Lewisham Homes to discuss this.

Resolved:

That the Committee should receive a written briefing from the relevant Cabinet Member about improvements to the efficiency of iCasework.