The Committee noted a report summarising complaints made against the Council in Quarter 1 2026/27, noting a redesigned format including trend analysis and diagrams, and Members welcomed the improved presentation.
Members raised significant concern that poor communication with residents remained the most frequently recurring theme in upheld complaints, noting that this had been raised at successive meetings of this Committee over several years without sufficient improvement, and asked that this be addressed as a priority. Officers advised that a specific communication issue previously identified by Members had already been referred to the Overview and Scrutiny Committee for consideration, and invited Members to raise any specific communication issues with officers so that these could similarly be referred for scrutiny.