Issue - meetings

Report CSD21006

The report provided information on the performance of the Customer Service Contract provided by Liberata for the period 1^st June 2020 to 30^th November 2020.  A letter from Amanda Inwood-Field, Contract Director for Liberata, provided an update on each individual element and was attached at Appendix 1 to the report.

The Committee noted that there was a process in place to remove ‘My Account’ registrations of any residents who moved out of the Borough and further details of this process would be provided following the meeting.  Members noted that a new KPI had been introduced to ensure consistency of service on any given day. 

Members discussed how the service was able to achieve 100% satisfaction and expressed concern that anonymous responses could be provided.  The Committee noted that Liberata had planned to undertake a review of the Customer Satisfaction Survey and data collection, but this had been delayed as a result of the Covid-19 pandemic.  The Chairman requested that further information about the customer survey and how responses were collected be included in the next report to the Committee.

RESOLVED: That the report be noted.