A review will be launched following concerns raised by residents over council customer services – including a claim a resident went without heating and hot water for over a year.
The Labour group called for a report to be brought before members after receiving complaints from members of the public.
At a recent full council meeting, a motion which was supported by the Conservatives, the Community Party and Alba, passed by 11 votes to 10.
It came as councillor John Mooney said he received two housing repairs complaints both pre-dating the pandemic.
He said one tenant had been without heating or hot water for more than a year, while another had been waiting for her back door to be secured for 18 months.
Councillor David McBride’s motion read: “A concern highlighted by residents has been the difficulty in contacting the council, this has included the phones going unanswered; and for those who do get through they can find themselves being passed from pillar to post with no resolution.
“In addition, tenants who have submitted enquires via email, have also highlighted that they have been unlikely to receive a response from council staff. There are issues of concern around claims that occupational therapy (OT) assessments now have waiting lists over a year long.
“This service is vital to vulnerable adults who have suffered health issues such as a stroke which has impacted on their mobility and independence. Without an OT assessment, they are unable to receive the aids and adaptation needed to allow them to live comfortably at home.”
The motion also highlighted concerns over a backlog in housing repairs.
Tenants want to know how long it will take to clear the existing emergency repairs, receive a timeline of when outstanding routine repairs will be completed and when the council will open up to taking on new repairs which they have been unable to report over the last year.
Leader of the council, Jonathan McColl said Labour members already had the information they required and to bring another report back to council would increase workload for staff.
He said that details had been made available to party leaders and should not need to be taken further at full council.
An SNP amendment said: “The council acknowledges the challenges faced by all our staff in delivering effective services to residents during the public health emergency, and again takes the opportunity to thank them for their efforts over the past year.
“The administration recognises the difficulties coronavirus and other pressures have caused for our staff in being able to deliver services and the impact that has had on some tenants and residents.
“We have been taking a pro-active approach with conveners and the leader of the council liaising closely with our management team to ensure that where improvement is needed, positive action is being taken.
“Council therefore asks that officers send members an up to date summary of the situation after the June Integrated Joint Board is considered and agree a way forward.”
A fresh report on the customer service issues will be brought before full council next month.
