Issue - meetings

To consider the report of the Senior Assurance Officer Complaints

The Place and Resources Scrutiny committee considered the report presented by the Complaints manager which provided an update on the numbers, types and outcomes of complaints made against Dorset Council during 2023/24. The performance of place services was covered in detail and the importance of receiving complaints to ongoing council performance.

The discussion covered much of the data shared and offered suggestions for additions for deeper understanding along with other considerations

·       How complaints are categorised and the definition of a complaint

·       Complaints in relation to statutory services vs other services was discussed

·       Possible performance measures in terms of impact and improvement, e.g. lower numbers of complaints, improved timescales

·       The use of comparison data in relation to other council’s complaints

·       The remedies to complaints and key learning in improving service delivery and performance

The Committee suggested a reduction in complaints upheld by the Ombudsmen as a key performance metric and the addition of comparison data to future reports.