Agenda item

[To discuss and provide comment on the findings of the report.]

Sue Handy introduced the report. She referred to 6.1, and highlighted how the complaints process had changed.

Keith Ireland noted that complaints could now be tracked by ward, and encouraged the need for more detailed information on this, to provide greater insight to the corporate team.

Cllr Wynne asked about the different numbers of complaints by ward, and asked how complaints by service aligned with this.

Lamour Gayle explained that this was the first time the team had the facilities to report the number of complaints by ward, and advised the Panel that further information would be available at future meetings.

Cllr Bolshaw asked how the team learnt from mistakes, and enquired as to why some complaints were not dealt with within the allotted response time.

Sue Handy explained that some complaints were particularly complex, and required cross-departmental working. She highlighted that since January, 100% of complaints had been responded to within the 21 day period. She indicated that response rates were aligned with staff appraisals, and helped set staff objectives for her team.

Cllr Angus enquired if there was benchmarking data from other years to act as a comparison, and raised concern over the low level of response to the equalities section.

Sue Handy confirmed that benchmarking data was available from other authorities, but this was the first year that Wolverhampton had collated the information in such detail. She highlighted that they hoped to develop a register for compliments, to learn about good practice.

Cllr M Jaspal offered his support for the report, and asked if the statistics could be used to identify which service areas received the most complaints, and why. He asked for more information to be offered by ward, and asked if the team worked on assessing Freedom of Information (FOI) requests.

Keith Ireland advised the Panel that FOI requests had a response rate in excess of 90%, but noted this was processed in a centrally located team. He offered to bring a further report to the Panel detailing the FOI response rates.

Cllr Sweetman suggested that improving the complaints response rate increased the Council’s reputation. She asked how this could be built upon, and enquired about the future marketing strategy for Wolverhampton.

Keith Ireland explained that it was important the Council learnt from complaints. He indicated that a lot of work was being done on the branding of Wolverhampton, and that the communications team were working with the Strategic Director for Education and Enterprise to market the City. He noted that they had undertaken work with Derby City Council to develop the Council’s marketing and logo.

Following a question the recording of compliments, Sue Handy advised that they needed to improve their recording, and informing the central team. She extended an invite to Panel members to visit Customer Services and see the work they did.

Resolved:

1.    The Annual Complaints Report be received.

2.    To agree that the Panel receive a further report providing further statistical information on a ward level.

3.    To agree that the Panel receive a report detailing the Council’s FOI performance.