Issue - meetings

[To receive an update from the Customer Engagement Manager]

Scrutiny Board welcomed Sarah Campbell, Customer Engagement Manager to the meeting. Board received a presentation in relation to the Quarter One Social Care, Public Health and Corporate Complaints report for the following areas:

·       Corporate

·       Children’s

·       Adults and Public Health

·       Ombudsman enquiries

The Council had received 29 stage one corporate complaints; this was in comparison to 74 cases received for quarter one in 2020/21, details were outlined in Appendix 2. Out of the 29 cases received, 11 were upheld (at fault) and 18 not upheld (not at fault).

The highest figure of 17 complaints referred to Waste Management, followed by Planning receiving three and Arboriculture receiving three. In some cases, this had followed extensive but unsuccessful attempts to resolve some of those matters at a service level. Out of the 17 complaints referring to Waste Management, two were received for Household, Waste and Recycling Centre (HWRC) sites, seven were received for general waste and eight received for garden waste. More detail was outlined in 4.2 of Appendix 3. The Complaints Team had worked closely with services to improve complaint handling and ensure appropriate remedies were put in place to achieve the best outcomes for customers.

If a customer remained dissatisfied, they could escalate their complaint to stage two of the procedure. During this period the council received five stage two cases which was consistent in comparison to quarter one 1 April 2020 to 30 June 2020. Out of the five cases received, two cases were partially upheld (partially at fault), and three cases were not upheld (not at fault).

The Council had received 13 stage one children’s services complaints; this was in comparison to eight received during 1 April 2020 to 30 June 2020, an increase of five cases; The highest figure of three cases referred to the SEND team. Out of the 13 complaints investigated during this period, two cases were upheld (at fault), seven cases were partially upheld (partially at fault), and four cases were not upheld (not at fault). In some cases, this had followed extensive but unsuccessful attempts to resolve some of those complaints informally. 

No statutory stage two complaints had been received during this period; this was in comparison to no complaint cases being received during 1 April 2020 to 30 June 2020. A non-statutory children’s stage two complaint had been received which was dealt with in accordance with the corporate complaints policy and procedure.  This was in comparison to no cases received from 1 April 2020 to 30 June 2020. 

The Council had received six stage one adult services complaints: a decrease of six cases in comparison to quarter one in 2020/21. The highest figure of two cases referred to Adult Community Team West. During this period, three complaints received were in relation to commissioned services. Out of the six cases logged and investigated during this period, one case was upheld, three cases partially upheld and two cases were not upheld.

The council had received six assessment enquiries from the Local Government and Social Care  ...  view the full minutes text for item 4