Issue - meetings

That the implementation of a new ‘Compliments, Comments and Complaints Policy and Procedure’ be approved subject to an amendment to Change 5 (page 92) so that residents remain the primary point of contact for complaints and the amended report to return to a future Cabinet meeting.  

Decision

That the implementation of a new ‘Compliments, Comments and Complaints Policy and Procedure’ be approved subject to an amendment to Change 5 (page 92) so that residents remain the primary point of contact for complaints and the amended report to return to a future Cabinet meeting.

Reason for Decision

For Cabinet to review and approve the implementation of a new ‘Compliments, Comments and Complaints Policy and Procedure’.

Implications

Financial

Managing complaints ensures that we improve the quality of services and target our resources in the most effective way.

Operational

The failure to properly address issues raised in complaints (and to learn lessons) could lead to operational service issues.

Value for Money

Effective management of complaints supports the achievement of value for

money in the pursuit of the Council’s objectives

Risk Implications

A robust Asset Management Strategy (AMS) mitigates the risk of the Council not being able to deliver the benefits described above.

Health & Safety Implications

None

Corporate Objectives

Modern and Efficient Council – The effective management of complaints is vital to ensure that we deliver services which respond to the needs of residents.

Monitoring Officer/S.151 Officer Comments

Monitoring Officer:  

This policy will ensure that residents have a right to request that decisions, actions or omissions of the Council are reviewed at an appropriately level of management within the Council.  The policy balances that right with the need to manage complaints in an efficient manner.   

S.151 Officer

There are no direct financial implications of this decision.

Advice

The Portfolio Holder for Residents and Corporate Services introduced the item and said the change in policy was needed to manage and learn from complaints. In 2014/15, the Council received 1248 complaints and significant time and resources were used to solve complaints. The Innovation and Improvement team have identified issues in the current system and have incorporated this into the new process. It is hoped that the new system will allow for a more robust reply. The Portfolio Holder summarised the changes to the procedure:

-       There will be a time limit of 90 days from the incident whereas previously there was no limit.

-       We have introduced a clear policy for dealing with inappropriate, unreasonable or vexatious complainers. We currently have no formal policy on this issue.

-       We have reduced the number of complaints steps from three to two. This is in line with LGO guidance and it streamlines our approach in line with many other local authorities. As we have reduced the process we have also revised down

time allowed for Stage 1 from 20 days to 15 days.

-       At present if anyone is unhappy, for any reason, they can ask for progression to Stage 2 and Stage 3. This is not an effective use of resources and it means we are likely to spend disproportionate amounts of time dealing with unreasonable demands and expectations.

-       We can often receive the same complaint from a resident and an MP, if they have chosen to send details of their issue  ...  view the full minutes text for item 63