Councillor Sandra Samuels OBE presented the
report on complaints, compliments and Local Government and Social
Care Ombudsman and Housing Ombudsman enquiries received by the
Council during 1 April 2018 to 31 March 2019.
During the discussion on the report Councillor
Jasbir Jaspal requested further information on the complaints
referred to the Multi Agency Safeguarding Hub (MASH). Councillor John Reynolds in his capacity as
Cabinet Member with lead responsibility for the MASH service
undertook to provide a briefing to Councillor Jaspal on the
service. He also said that the number
of complaints received across the Council during 2018/2019 was
relatively small and he was pleased with the way council employees
resolved complaints and service requests. He also noted the 161 compliments the Council had
received during the period. Councillor
Louise Miles added that complaints enabled the Council to lean from
customer feedback. However, employees
in the MASH team were vulnerable to complaints because of the area
they work in.
Dr Michael Hardacre noted that from the range
of complaints received during 2018/2019 none related to Education
and Skills. Given the numbers of children that entered the primary
school sector and moved onto the secondary sector, and the small
number of requests for school places the Education Service could
not initially satisfy but subsequently resolved, he indicated that
this was an achievement for the service. He said that cabinet
colleagues would have to take away and interrogate the parts of the
complaints report against their portfolios and directorates to make
sure the complaints procedures are working.
- That the complaints
management and performance for the period 1 April 2018 to 31 March
2019 be noted.
That the Statutory Complaints Activity for
Children’s Services, Adult Services and Public Health, as
listed in section 1 of the report be noted.
That all the other complaints activity governed by
the Corporate Complaints Procedures as listed in section 2 of the
report be noted.