Issue - meetings

To consider a quarterly update report on complaints (Place).

The committee received a report of the Senior Assurance Officer (Complaints) with regard to the performance of complaints made against functions within the Place Directorate.

The Chairman noted that the report was still being developed and that a similar report may be brought to the other scrutiny committees in the future.  The importance of acknowledging compliments as well as complaints was recognised.

The Leader of Council highlighted how having a structure in place would provide the council with consistency in how complaints were dealt with.  He indicated that he was content with progress being made and noted that dealing with complaints gave the council the opportunity to learn and improve services where required.

The committee considered the report and raised issues as follows:

·                There were areas where trends could be identified, however it was noted that there were instances where due process needed to be completed before an issue was dealt with as a complaint

·                The percentage of fully justified complaints was low

·                A point was raised about the importance of keeping in touch with complainants during the time their complaint was being dealt with

·                A request was made for a breakdown of complaints by area and specific reference made to planning and highways

·                Consideration needed to be given to how complaints made to and dealt with by councillors were recorded

·                It was important that people felt able to contact the council if they had a complaint and for the process to give them a voice.  It was also important for lessons to be learnt and improvements made where required.  In this respect, the council welcomed a higher number of complaints.  Complaints were reviewed by managers on a monthly basis and learning undertaken

·                The use of social media for sharing success stories was highlighted.  Social media could also be used as a way of raising awareness of how complaints could be made as well as information being made available on the council’s website

·                It was important to note that not all complaints reached the formal complaints stage and that many were resolved before they reached that point.