Agenda item

[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 Ombudsman (LGSCO) and six assessment enquiries from the Housing Ombudsman. The council had received three LGSCO full enquiries; two for Adult Services and one for Children’s Services,

and one full enquiry from the HO for Wolverhampton Homes. Adoption@ Heart, Children’s Services received one published report from the LGSCO.  The complaint was in relation to a request to register a potential adopter; the council accepted the findings of the LGSCO and in line with recommendations had reviewed its adoption recruitment procedure to ensure it adhered to the Department of Education’s 2013 statutory guidance on adoption.

Board understood that when a complaint was upheld (council at fault) and the findings of a subsequent investigation were 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 appropriate Heads of Service and shared with the relevant Service Manager/Director to ensure appropriate remedies and changes to policy/service delivery were implemented. The Customer Feedback Team also attended regular quality assurance meetings for Adults/Children’s Services and Waste Liaison Meetings to ensure they used the learning from complaints to drive service improvements.

The Customer Feedback Team had received a total of 165 compliments (Corporate, Public Health, Adults and Children’s) for this period.

Board noted that waste management had received the most complaints and that issues in relation to this were very important to residents and did need to be addressed. It was also noted that there were probably more issues than actual complaints as some residents might not consider lodging a complaint. Members hoped that lessons were being learnt from the complaints in order to bring them down in the future.  Clarity was also sought as to the difference between a complaint and a service request. It was stated that in relation to service requests, if somebody phoned up to say that their bin had not been emptied, then this would be dealt with as a service request, and it would be unreasonable to expect someone to wait 21 calendar days for the matter to be investigated.  A service request would provide an audit trail and an acknowledgement to the resident.  The relevant service area would be notified straight away, and they would be asked to ensure that the bin was collected.

Board considered the matter of blue badges, and it was noted that this could also be a constant source of concern for many residents. Concerns were raised in relation to parking enforcement officers acting against residents whose blue badges were out of date but who were struggling to get through the system to sort out the renewal.  Board queried whether there was a particular number or emails address that residents were able to use for blue badge information. The Customer Engagement Manager stated that she was not aware of an increase of complaints regarding these.

Resolved:      That the update be received.