A copy of the presentation will be provided prior to the meeting.

The Committee received a presentation on the complaints procedure and the Committee:

·         Noted that the complaints procedure is intended to be a systematic method used by the Council for (i) receiving, (ii) recording and (iii) responding to ensure that complaints are responded to efficiently and effectively and learnt from;

·         Commented that it would have been helpful to have had the Local Government Ombudsmen (LGO) letter to the Council giving the feedback from the complaints made to them, and comment on the Council’s performance in responding to investigations.  In response it was noted that whilst the LGO used to provide detailed responses in this case it was a standard letter high lighting very few issues.  However, it was noted going forward the LGO letter would be included in reports to committees;

·         Was pleased to note that the Council is working constructively to remedy injustices and take on board how to prevent further people being affected by issues highlighted in any investigations;

·         Agreed that it was important to also learn from other authorities to encourage service improvement;

·         Wanted to see if possible a demographic profile on the complaints received;

·         Noted that it was important to have a culture of learning from complaints with a constant exchange between providers and users;

·         Noted that the Council tracks outcomes to ensure a consistency in addressing issues raised;

·         Noted that the Council takes very seriously any recommendations received from the LGO to put things right;

·         Noted that the Council has improved and puts great effort to ensure to right processes are in place so as to ensure that there is sustained improvement.  This approach is as a result of (i) A focus on services with high escalation rates and high rates of upheld complaints – workshops, 1:1 sessions, service meetings; (ii) Style of letter writing – introducing plain English; (iii) Ensuring senior managers, Heads of Service and Divisional Directors review and sign-off; and

·         Wanted to look at this issue again once the Committee had received the Annual Report and to develop relevant themes into the Work Programme.

As a result of discussions on the report the Committee RESOLVED that it wanted to:

·         Consider this issue again once the Committee had received the Annual Report (i) to develop relevant themes into the Work Programme; and (ii). If possible receive a demographic profile on the complaints received.