Issue - meetings

This report informs the Panel about the number of compliments and complaints over the period and demonstrates how they have been managed and how they have been used to contribute to service improvement.

The Complaints Procedure Manager introduced this report to the Panel. She explained that during the year a total of 86 complaints were received and recorded under the Children’s Service statutory complaints procedure or the Council’s Corporate Complaints Procedure. She added that 39 compliments or letters of thanks were recorded.

She stated that in the past five years there had been a significant increase in the number of complaints and representations received. However, despite this it has not resulted in a significant increase in the number of complaints escalated to Stage 2.

Councillor Karen Warrington asked if they could identify any reason for the increase.

The Complaints Procedure Manager replied that she thought that the public were more aware of the ability to complain and able to access information online.

Councillor Alison Millar asked if they were happy with the figures.

The People & Communities Strategic Director replied that he was delighted with the compliments received and he recalled comments from one Headteacher regarding a particular Social Worker on the depth of work that they had carried out. He added that the directorate had recently achieved the Customer Service Excellence Award.

Councillor Liz Hardman asked if there were any follow up procedures for staff involved in a complaint.

The Complaints Procedure Manager replied that Team Managers were given feedback, they were discussed at supervision meetings and any related training was provided for staff.

The Chair congratulated the Complaints Procedures Manager on getting 39 compliments - almost a third of all comments formally recorded were complimentary

The People & Communities Strategic Director added that staff do always make people aware of the ability to complain when there is a difference of opinion. He added that there are two In Care Councils as well as an advocacy service that is available. He said that he wished to praise the Social Work teams for all that they do and the work of the Complaints Procedure Manager and her small team in particular.

The Panel RESOLVED to note the report.