Issue - meetings
Complaints Annual Report
Meeting: 25/02/2019 - Overview & Scrutiny Committee (Item 3)
3 The Complaints and Information Annual Report 2017/18 PDF 75 KB
The Committee will receive a presentation on trends and issues.
Additional documents:
- CI Annual Report 2017 2018 2018 11 01, item 3 PDF 1016 KB
- ONS Complaints and FOIs 2019 2 25, item 3 PDF 908 KB
- Webcast for The Complaints and Information Annual Report 2017/18
Minutes:
The Committee received and noted a report regarding the Complaints and Information Annual Report 2017/18 sets out the Council’s activities and performance in response to Information Governance matters and
Information Requests; Corporate Complaints and Statutory Complaints for
Children’s and Adults Social Care. The main points of the discussion maybe summarised as follows.
The Committee:
- Noted that in regards to the Tower Hamlets Homes the Housing Local Government Ombudsmen (LGO) has indicated that THH accept like any organisation they can make mistakes. THH want to know if they get something wrong, and welcome customer feedback so that they can learn from their mistakes and improve their services.
- Noted that training and support is provided to Council Staff so as to improve the response rates and the direction of travel is good;
- Was informed that in April there will be 2 quarters data to reflect upon and have a clearer picture of the situation since the introduction of the 2 stage complaints process;
- Was advised that if required the process can be escalated;
- Noted that the LGO have indicated that complaints provide councils valuable information that they can use to improve customer satisfaction.
- Acknowledged that a councils complaints handling procedure will enable them to address a customer’s dissatisfaction and may also prevent the same problems that led to the complaints from happening again.
- Recognised that handled well, complaints can give council customers a form of redress when things go wrong, and can also help councils continuously improve their services;
- Accepted that resolving complaints early saves money and creates better customer relations. Sorting them out locally and quickly, so they are less likely to escalate to the next stage of the procedure;
- Indicated that it wished to have details of those cases that have been considered by the Environment and Traffic Adjudicators tribunal; and
- Commented that in future it would be helpful to receive details on the numbers of Members Enquiries and complaints handling within a single document. In response it was noted that the complaints data will in the future integrated into the performance report.
The Chair Moved and it was:-
RESOLVED
To note priorities for action to improve performance for both information governance and complaints handling.