Complaint and feedback team - Find a freedom of information request

1. Do you have a centralised team responsible for the management of complaints and feedback or is this carried out by individual departments?

2. If you have a centralised team, can you please describe how the process works?

3. Does your authority use a customer relationship management (CRM) system for the recording of complaints and feedback and if so, is this implemented cross-council?

4. What does the complaints and feedback function look like in terms of how many people and what job roles does this include? (Feel free to use an organisational structure chart to explain this if you think it will help).

5. What volume of complaints and feedback do you deal with on an annual basis?

6. In addition to this, could you also let us know where your Welfare Benefits team sit within your operating model, how many people this team consists of and what job roles are included please?

1. A centralised team exists - Customer Relations Team.

2. Details of the policy adhered to can be found here: https://www.lincolnshire.gov.uk/council-councillors/complaints-policy/7

3. A CRM is used. This is used by several other teams with individual statutory processes built into the system.

4. Structure chart attached.

Should you require the attachments mentioned above please contact customerinformationservice@lincolnshire.gov.uk with the below reference number and this can be provided.

5. Annual reports can be found here: https://www.lincolnshire.gov.uk/council-councillors/complaints-policy/7