Agenda item
Corporate Complaints and Social Care Complaints - Annual Report
Minutes:
Councillor Joshua Peck, Lead Member for Resources and Performance, introduced the report which contained a summary of complaints received by the Council in the period 1 April 2007 to 31 March 2008 through the Corporate Complaints Procedure, the Children’s Social Care and Adults Social Care Complaints Procedures and those received and determined by the Local Government Ombudsman in the same period.
In relation to Corporate Complaints, although the overall number of complaints received was slightly higher than in the previous year, there were significant reductions in Stage 2 and Ombudsman complaints, demonstrating lower escalation rates.
For Adults and Children’s Social Care Complaints, which now came under new statutory procedures, significant improvements had been achieved in response times to complaints. The main area where complaints had increased was in relation assessment decisions and this was likely to be due to the increased focus within the department on the consistent application of the Council’s eligibility criteria for community care services and the implementation of the policy decision taken in the budget setting for 2007/08 in relation to older people’s services.
Councillor Stephanie Eaton referred to discussion at the Standards Committee which had requested further information on the apparently high number of complaints, both received and upheld at Stage 2, within Housing Technical Services and the relatively long time taken to resolve these. Councillor Eaton was concerned that this information should be available to Members.
Councillor Ann Jackson echoed Cllr Eaton’s concerns and had requested further information on this matter at the Standards Committee. She also referred to the breakdown of Stage 1 complaints by ward and LAP which showed particularly high levels in LAPs 1 and 5. Councillor Jackson enquired as to the reasons for this and how it was being addressed.
Councillor Peck noted the points made and in relation to Housing Technical Services reported that there was a focus on improvement in this area following the establishment of the ALMO. Regarding the LAP/ward breakdown some further information would be required. Currently there was exception reporting to Performance Review Group by directorate and Councillor Peck would look at whether this could be further broken down by LAP/ward.
In resonse to a question from Councillor Shahed Ali, Councillor Peck reported that the increase in complaints within the Adults Health and Wellbeing directorate was in part the result of the transfer into that directorate of the Homelessness Services.
Councillor Shiria Khatun asked how the ethnicity information of complainants was collected. Councillor Peck stated that a monitoring form was used alongside verbal questions to telephone complainants. Members raised concern over the disproportionately low number of complaints from BME residents and users. Councillor Peck reported that work was underway to raise awareness amongst the BME communities of the complaints procedures.
In response to a question from Councillor Waiseul Islam, Councillor Peck stated that he was confident that the preparations for the formation of the ALMO had retained a focus on improving performance and service quality.
Councillor Bill Turner felt that it would be useful for the report to contain more qualitative, as well as quantitative information. He also asked whether the complaints arising from the outcome of assessments related in the main to the provision offered or to the refusal of an assessment. Councillor Peck undertook to raise this with the officers as appropriate.
Councillor Turner also referred to complaints to the local health trusts and wondered whether it would be beneficial for the Council to share best practice and/or for those organisations to be brought into the Members’ Enquiry system as was the case for RSLs. Councillor Peck undertook to bring this to the attention of Councillor Sirajul Islam as the Lead Member with responsibility for Members’ Enquiries.
The Chair thanked Councillor Peck for his attendance and presentation and for answering the question of Members.
RESOLVED
That the contents of the report be noted.
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