Agenda item
Complaints and Information Annual Report
To consider and comment on the information contained in the report in relation to the volume of complaints/ 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.
Minutes:
Tabled papers, copies of which would be interleaved with the minutes: The Annual Review Letter’ of the Local Government Ombudsman and An addendum sheet to Appendix 1 of the report.
David Galpin, Head of Legal Services - Community, introduced, and highlighted key points, in the report which provided details of 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.
A discussion followed which focused on the following points:-
· Increased numbers of assessment requests due to the launch of the new “Customer Journey” in Adult Social Care had been predictable. The assessment of support plans often involved difficult decisions, and it was concerning that there was insufficient capacity to deliver these without delay, given the impact on individuals. Further information requested on why effective planning for change was not done.
· A significant rise in volumes of Adult Social Care complaints, particularly amongst elders and the explanation that this was due to a Local Government Ombudsman campaign targeting elders. It was important for the Council to identify how well it was performing in relation to the provision of domiciliary care, by examining complaints. A determination was needed to identify if the rise in complaints was a national or local issue. Mr Galpin to look into what was done to examine the cause of complaints.
· Concern that 8 Stage 3 repairs-based complaints had been upheld, as complaints about THH had gone down the previous year. Also the number of Stage 3 complaints warranting compensation had dropped but the value of compensation had risen significantly. Attention was needed on this if THH was underperforming in terms of repairs.
· Concern that Stage 3 complaints related to young people/ learning and CLC recycling/ refuse collection had increased with complaints for other services down. This was also at odds with the customer satisfaction index and needed explanation. Mr Galpin responded that if reasons for increases/ decreases could be determined, this was detailed, and it was part of ongoing work to spot and mitigate trends.
· Complaint response times for Children Schools & Families seemed very poor with average response times of 71 and 52 days. Two children’s social care complaints had been answered outside the timescale and the delay could be critical for those children. Mr Galpin responded that the lengthy response times were due to the statutory process and requirement for the Council to use a non-Council person people to oversee the investigation. However, there was room for improvement.
· Concern over a 33% increase in stage 1 complaints, with 25% upheld, for Children Looked After, also the increase in complaints at stage 2 and at Review Panel. The increase was substantial and an explanation lacking, when it was known that the Council had made significant efforts over recent years to improve in this area. Nor were mitigating steps outlined. Childrens Social Care to be requested to examine this.
· Clarification sought if the significant rise in Stage 1 complaints relating to Council Tax was due to the new collection regime required of local authorities by Government. Mr Galpin responded that the increase in numbers was low, but it would be examined and reported back.
· Clarification sought as to why there had been a 100% increase in Stage 1 Children Social Care Complaints among the Asian community, and what the Council was doing to address it. Mr Galpin responded that the increase in number terms was small and therefore probably not significant, however the rise would be looked at but there might be no clear explanation to report back.
The Chair Moved and it was:-
Resolved
That the contents of the report, including Appendix 1, be noted.
Action by:
David Galpin, Head of Legal Services - Community
Supporting documents:
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Complaints and Information Annual Report - cover report v1 080812 with finance DG2308121310pm, item 6.2
PDF 63 KB
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Cplts & Info Appx 1 AR2011 2012 v10 230812 DG2308121310pm, item 6.2
PDF 1 MB