The Information Manager presented the report to Members highlighting the following key changes to the complaints process:

·         The removal of the ‘concern’ stage from the procedure;

·         Feedback from Members, MEP and MPs’ were now being recorded as formal complaints, as opposed to enquiries due to the nature of the presenting issue. The Committee were notified that 96% of MP and 98% of Councillor complaints were responded to within timeframe and;

·         There were now shorter timeframes for responding to complaints across all stages. Members were advised the timescale for stage 1 complaints was now 7 working days (previously 14 calendar days) and for stages 2 and 3 the responding time was now 15 working days (previously 28 calendar days).

The Committee were notified that 34% of complaints had been upheld in Quarter 3 and should a Service receive 35% or higher in relation to upheld complaints root cause analysis is undertaken with the service .

Members enquired as to how 823 complaints attributed to one complaint. Officers explained that complaints were only counted once throughout the lifespan of the complaint.

Councillor Rice queried as to why the figures for complaints via the website were so low. The Information Manager clarified that a number of complaints were received through emails and the figure could include complaints via the web. Going forward this is to be categorised differently so it’s clear.

It was sought as to the duration of a complaint and why a complaint could be left unresolved. Officers advised the respond times for stage 1 complaints were 7 days and 15 days for either a stage 2 or 3 complaint.  It was further stated that follow up plans/actions may still be required.

During discussions Councillor Maney commented that lack of communication and attitude appeared to be present in most if not all of the action points following a complaint.  He further commented it appeared to be long running issue, in that weak responses were given and noted.  The information manager agreed that more robust learning is needed on this.

It was raised by Councillor Duffin that he had been chasing a response from an enquiry since November 2016. It was explained responses from enquires, were to be sent to Councillors directly from the service. Officers advised they could discuss individual cases after the meeting.

RESOLVED:

1.    To note the statistics and performance for the reporting period.

2.    To note the changes to the complaints procedure with effect from 1st August 2016;

3.    To note that further work is on-going with a number of service areas to establish the root cause for concerns/complaints received, reasons for complaint escalation and reasons why complaints are upheld.

The Chair raised concern following Councillor Maney’s point on lack of communication and attitude. It was suggested that a further recommendation (1.4) be agreed in that the report and appendix 1 be presented to Cabinet for their information and comments.  Members unanimously agreed the following:

4.    That the report and appendix 1 be presented to Cabinet to look into for their comments and an action plan to move forward.