The Complaints and Information Annual Report 2016/17 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 Committee received the Complaints and Information Annual Report 2016/17 that outlined the Council’s activities and performance in response to Information Governance matters; Information Requests; Corporate Complaints; Statutory Complaints for Children’s and Adults Social Care.

The questions and comments from Members on the report may be summarised as follows:

The Committee:

• Asked how LBTH learns from the outcome of any complaints that have been made. In response it was noted that the Service Manager for Complaints and Information attends each Departmental Leadership Team quarterly to discuss the volume of complaints; performance; lessons learned and actions that have been taken;
• Noted that complaints data is published on the Council’s Website;
• Noted that there has been a significant increase of 76% in complaints being escalated.  The increased escalation was associated with a higher level of complaints upheld at these stages, indicating that resolution could have been achieved earlier in the complaints process, thus preventing any escalation. The reasons for this are to be investigated as part of the Directorate’s review of complaints handling procedures.  Accordingly, the Committee asked to be provided with details of type of complaints regarding Tower Hamlets Homes (THH) that have been escalated.
• Noted that training is in place to support staff and there will be an intranet page for staff with advice together with an internet page for the public;
• Wanted to know how escalated complaints dealt are dealt with to ensure that appropriate adult social care and children’s social care is provided, particularly for vulnerable people?
• Wished to be informed how is Governance working with schools and teachers regarding complaints?

The Chair Moved and it was:-

RESOLVED

To note priorities for action to improve performance and the priorities for developments in practice for both information governance and complaints handling.

ACTIONS

The Committee asked:

1. For details of type of complaints about THH that have been escalated;
2. How are escalated complaints are dealt with to ensure that appropriate adult social care and children’s social care is provided, particularly for vulnerable people; and
3. How is Governance working with schools and teachers regarding complaints?