Local democracy

Issue - meetings

COMPLAINTS PERFORMANCE AND ACTIVITY REPORT 2020-2021

Meeting: 22/04/2021 - Governance and Audit Committee (Item 49)

49 COMPLAINTS PERFORMANCE AND ACTIVITY REPORT 2020-2021 pdf icon PDF 142 KB

The Director of Finance and IT will submit Document “AJ” which reports on the Council wide complaints performance and activity outcomes for the financial year ending 31 March 2021.

 

Recommended-

 

That the Committee notes the performance information contained within the report (Document “AJ”) and supports the ongoing improvement actions and that a progress report be submitted to the Committee in six months time.

 

                                                                        (Harry Singh – 01274 437256)

Decision:

Resolved-

 

That the Committee noted the performance information contained within the report (Document “AJ”) and supports the ongoing improvement actions and that a progress report be submitted to the Committee in six months time.

 

Action:  Director of Finance and IT

 

                                                                        (Harry Singh – 01274 437256)

 

Minutes:

The Director of Finance and IT submitted Document “AJ” which reported on the Council wide complaints performance and activity outcomes for the financial year ending 31 March 2021.

 

Members commented on a number of issues on the contents of the report which included the mechanism of recording complaints on two systems (RESPOND and CIVICA); the need for all complaints to be captured; and training of staff to ensure they understood the difference between a complaint and a query - a policy was needed that made it clear.

 

It was reported that a comprehensive plan had been developed to ensure improvements were made in this area, which included having a corporate platform for recording all complaints; reviewing the complaint handling model, setting performance indicators, and introducing specialist advice and training.  It was reported recommendations for improvement were highlighted at paragraph 3.2 of the report.

 

The Director of Finance and IT reported that regular progress reports were being considered at Corporate Management Team to ensure progress was being made effectively.

 

Resolved-

 

That the Committee noted the performance information contained within the report (Document “AJ”) and supports the ongoing improvement actions and that a progress report be submitted to the Committee in six months’ time.

 

Action:  Director of Finance and IT