Agenda and minutes

The Panel noted apologies for absence from Ms J Filby, Complaints Officer, who had been unable to attend the Civic Offices due to the inclement weather.  The Panel was advised that in Ms Filby’s absence Mr J Gilbert would present the Council’s case.

To approve the minutes of the meeting of the Panel held on 2 July 2007 (attached).

            RESOLVED:

That the minutes of the meeting of the Panel held on 2 July 2007 be taken as read and signed by the Chairman as a correct record.

To declare interests in any item on the agenda.

No declarations of interest were made by members of the Panel pursuant to the Council’s Code of Member Conduct.

To consider the attached report.

Introduction

The Panel considered a complaint by a resident that the Council had failed to respond appropriately to his request for the Pest Control Service to deal with rats at his property and had refused to pay him the amount of compensation he was demanding (£1,500).

The complainant attended the meeting to present the complaint accompanied by his wife.  Mr J Gilbert, Director of Environment and Street Scene, attended the meeting to present the Council’s case.  Mr J Nolan, Assistant Director, Environment and Street Scene, and Ms A Mitchell, Assistant Director (Legal) attended the meeting to advise the Panel as required on any technical and legal issues.  Also in attendance was Mr G Lunnun (Assistant Director Democratic Services) as Secretary to the Panel.

The Chairman, members of the Panel and officers introduced themselves to the complainant.  The Chairman outlined the procedure to be followed in order to ensure that proper consideration was given to the complaint.

The Panel had before them the following documentation in connection with the complaint:

(a)        the order of proceedings forming part of the agenda for the meeting;

(b)        a statement submitted by the Complaints Officer;

(c)        a statement submitted by the complainant;

(d)        appendices referred to in the statements of the Complaints Officer and the complainant.

Complainant’s Case

The Panel considered the following submissions in support of the complainant’s case:

(a)        the issue had taken a long time to reach this stage; it had been a trivial matter which could have been determined by officers much earlier if they had addressed the problem rather than sought to discriminate against the complainant;

(b)        on 10 June 2010 the complainant had telephoned the Council to report sighting of rats in his garden and a rustling noise coming from the loft of his property; on 21 June 2010 having received no response he had visited the Civic Offices to enquire about progress; an officer in the Environment and Street Scene Directorate had taken a note of the complainant’s details to pass onto the appropriate member of staff who had not been present at the time; on 29 June 2010 the complainant had visited the Civic Offices again and had met another Council officer in the Environment and Street Scene Directorate who had expressed regret about the lack of any action and had promised to arrange for a visit from the Pest Control Service; on 29 June 2010 the Council’s Pest Control Service had telephoned the complainant and arranged a visit for 2 July 2010; on 30 June 2010 a Council officer had telephoned the complainant to confirm the appointment with the Pest Control Service on 2 July 2010; on 2 July 2010 having waited from 8.00 a.m. until 1.00 p.m. the complainant had telephoned the Council’s Pest Control Service and had been told that there was no booking for him that day but that he would be the first visit at 8.00 a.m. on 6 July 2010; on 6 July 2010 at 10.00 a.m. the complainant had telephoned  ...  view the full minutes text for item 4.