The Director of Finance and IT will submit Document “P” which presents an update on the Council wide complaint handling performance and activity outcomes, for Quarter 1 and Quarter 2 of the current financial year, to assure the Committee that the Council’s complaint handling arrangements are improving and that progress is being made on implementing identified key improvement actions.

Recommended -

(1)       That the performance improvements detailed within Document “P” be noted and that the ongoing improvement actions be supported.

(2)       That the 2021/22 full annual performance report is submitted to the Committee in Spring / Summer 2022.

                                                                        (Harry Singh – 01274 437256)

                                                                        (Tracey Banfield – 01274 434794)

Resolved -

(1)       That the performance improvements detailed within Document “P” be noted and that the ongoing improvement actions be supported.

(2)       That the 2021/22 full annual performance report is submitted to the Committee in Spring / Summer 2022.

Action:  Director of Finance and IT

                                                (Harry Singh – 01274 437256)

                                                (Tracey Banfield – 01274 434794)

The Director of Finance and IT submitted Document “P” which presented an update on the Council wide complaint handling performance and activity outcomes, for Quarter 1 and Quarter 2 of the current financial year, to assure the Committee that the Council’s complaint handling arrangements were improving and that progress was being made on implementing identified key improvement actions.

In response to Members questions it was reported:

·          that the Council was contracted to a bespoke Complaint handling system until Summer 2022; the Council was running two complaints systems RESPOND and CIVICA – RESPOND for statutory complaints and CIVICA for corporate complaints.  This was being reviewed to consider factors such as functionality of systems and if data could be transferred.

·         3 permanent staff had been appointed to improve resources to support and drive improved Council wide complaint handling performance; Current agency staff would be finishing on 31 December 2021.

·          Changes to the operating model for handling complaints needed to be rolled out in all areas.

·          If a complaint was able to be resolved early ie in 48 hours it was classed as a pre-complaint, otherwise it would be classed as a formal stage 1 complaint.

·         All complaints can escalate (if there is a next stage) or go to the Ombudsman.

·         Services had different complaints processes for example, Adult Social Care and Public Health Complaints had 1 Stage – there was no stage 2; Corporate, Place and Children’s Services had 2 stages of complaint, and Children’s Services also had a stage 3.

A Member suggested a satisfaction survey after the event, which could involve some sort of elected Member oversight.

Resolved -

(1)       That the performance improvements detailed within Document “P” be noted and that the ongoing improvement actions be supported.

(2)       That the 2021/22 full annual performance report is submitted to the Committee in Spring / Summer 2022.

Action:  Director of Finance and IT