Issue - meetings

That the report be noted.

Members received an overview of the circulated report.

Officers noted that there was an error on page 271 and that lists the breakdown between directorates on the upheld and partially upheld complaints rather than the total number. Officers stated they would circulate the amended tables which show the correct breakdown across the directorates, to Members.

Members were pleased to see that there were a lot of compliments sent to the Council.

In relation to page 269, it stated Neath Port Talbot were currently the third lowest reporting authority across Wales, Members asked was that in relation to complaints.

In relation to the data for 2023, Officers explained that Neath Port Talbot were 21st on the list. In 2024, Neath Port Talbot were the third lowest. Officers highlighted there would be a review undertaken by internal audit, of which there would be recommendations coming forward to strengthen the ability to capture the complaints correctly.

Members asked what the difference was between partially upheld and upheld.

Officers explained that partially upheld means Officers have taken responsibility for part of the complaint that they’ve received, but do not fully accept the whole of the complaint.

Members highlighted they would like Officers to signpost the headlines in terms of performance, compliments and complaints, so it directs members to look into more detail.

RESOLVED:

That the report be noted