Issue - meetings
Corporate Complaints/Social Care Complaints - Annual Report 2011/12
Meeting: 17/10/2012 - Standards Advisory Committee (Item 4)
4 Complaints and Information Annual Report PDF 63 KB
Additional documents:
- Cplts & Info Appx 1 AR2011 2012 v10 230812 DG2308121310pm, item 4 PDF 1 MB
- Complaints & Info Appx 2 LGO Annual Review Letter RD1409121051am, item 4 PDF 92 KB
- Complaints & Info Appx 2 annex LGO Annual Review Letter RD1409121051am.doc, item 4 PDF 36 KB
Minutes:
Ms Ruth Dowden, Complaints and Information Manager, introduced the report addressing the volume of complaints and information requests received by the Council in the period 1 April 2011 to 31 March 2012, the outcomes of those cases and the standard of performance in dealing with them. She added that the Local Ombudsman was not currently bringing forward any cases for the Council’s attention.
In response to queries from Members, Ms Dowden indicated that:
- With regard to communications complaints, these generally related to failure by the delivery contractor to deliver EEL.
- Members asked what would happen if there were concerns raised by the Local Ombudsman. Ms Dowden confirmed that these would be contained in an annual report which would be considered by Corporate Management Team, Overview and Scrutiny Committee and the Standards (Advisory) Committee. Officers would ensure that action would be taken. As a lessons-learned procedure, Internal Audit also looked at complaints submitted to the Local Ombudsman to determine whether a remedy might be agreed with relevant services.
- It was confirmed that such scrutiny would continue despite changes in the Local Ombudsman’s office.
- EGRESS is being piloted to provide a secure email system to communicate sensitive information with members of the public and organisations without secure email. This will also support staff and help avoid incorrect addressing and transmission once the address book is set up. It is a system that affords greater safety and security in the transmission of data and teething problems have been overcome in the pilot.
RESOLVED
That the report be noted.