Agenda and minutes

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Contact: Julia Cleary  Email: julia.cleary@wolverhampton.gov.uk

Media

Items
No. Item

1.

Apologies for absence

Additional documents:

Minutes:

There were no apologies for absence.

2.

Declarations of interest

Additional documents:

Minutes:

There were no declarations of interest.

3.

Minutes of the previous meeting pdf icon PDF 477 KB

[To approve the minutes of the previous meeting as a correct record.]

Additional documents:

Minutes:

Resolved:

That the minutes of the previous meeting be approved as a correct record and signed by the Chair.

4.

Quarter 3 Social Care, Public Health and Corporate Complaints Report 2020/21 pdf icon PDF 154 KB

[To consider the Quarter 3 Social Care, Public Health and Corporate Complaints Report 2020/21]

Additional documents:

Minutes:

Scrutiny Board received a report from Director of Governance requesting them to review complaints management and performance for the period 1 October to 31 December 2020.

 

The report provided an overview of Quarter Three Social Care, Public Health and Corporate Complaints report for the following areas:

·       Corporate

·       Children’s

·       Adults and Public Health

·       Ombudsman enquiries

 

In relation to corporate stage one complaints the Council had received 43 stage one corporate complaints; this was a consistent number of cases in comparison to 2019/20 as outlined in Appendix 2 of the report. Out of the 43 cases received, 19 were upheld (at fault). The highest figure of 24 complaints received referred to Waste Management and out of 24 received, 15 were upheld. This was in comparison to 13 stage one complaints received during quarter three 2019/20. The Complaints Team had worked closely with the service to improve complaint handling and ensure appropriate remedies were put in place to achieve the best outcomes for customers.

 

In relation to corporate stage two complaints it was explained that if a customer remained dissatisfied, they could escalate to stage two of the complaints procedure. In this period the council had received five stage two cases and out of the five cases received, two cases were upheld (at fault) and three cases were not upheld (not at fault).

 

In relation to Children’s complaints, the council had received 10 stage one children’s services complaints, which was a consistent number of cases (10) received in comparison to quarter three in 2019/20. There had been three stage two complaints received during this period and no stage three complaints. There had been nine cases closed and resolved during this period, four cases were partially upheld (partially at fault) and five cases were not upheld (not at fault).

 

In relation to Adult’s and Public Health complaints, the council had received seven stage one adult services complaints which was a decrease of 10 cases in comparison to quarter three in 2019/20. There had been five cases closed and resolved during this period, two cases were upheld, one case was partially upheld and two cases were not upheld.

 

The council had received 14 assessment enquiries from the Local Government and Social Care Ombudsman (LGSCO) and two assessment enquiries from the Housing Ombudsman (HO).  The council had received three LGSCO full enquiries, two for Adult Services (both upheld) and one for Planning Department (not upheld).

 

The council had also received one full enquiry from the HO for Wolverhampton Homes in relation to a landlord’s handling of a repair to the boiler and damage to possessions. The outcome concluded service failure and appropriate remedies/resolutions had now been put in place.

 

The Board understood that the council sought to learn from the complaints made and that when a complaint was upheld (council at fault) and the finding of a subsequent investigation was for a financial remedy, change to policy or service delivery;  the Customer Feedback Team produced an action plan report. Recommendations within these reports were agreed with  ...  view the full minutes text for item 4.

5.

Work Planning and Work Programmes

[To consider and discuss work planning and the work programme for future meetings.] [Presentation will be sent to follow]

Additional documents:

Minutes:

Scrutiny Board considered a presentation on work planning.

 

A board member referred to a previous scrutiny task and finish group that had considered the issue of flash flooding in the City. It was suggested that a follow up piece of work could be carried out to follow up on this and Seven Trent Water invited to an enquiry day to provide evidence in relation to the current situation.

 

A board member asked whether information could be provided showing all the different government grants that had been received by the Council and where the grant money had been allocated.

 

A report was requested to be brought before the Board in relation to the current situation with private sector rented accommodation.

 

It was noted that performance reports in relation to Wolverhampton Homes and WV Living were being considered for inclusion on the Vibrant and Sustainable City Scrutiny Panel work programme.

 

A query was also raised as to where educational achievement would be scrutinised.

 

Resolved:     That the work plan be updated, and feedback be provided at the next meeting.