Issue - meetings

This report sets out the types of complaints and representations made to the Council and the outcome of these, including the lessons learned. It also seeks to raise awareness of the number of information requests made and compliments Children’s Services have received during 2016-17.

Councillor Liz Hardman stated that the timeliness of complaints handling is a concern for all stages and there is now a backlog.  She said that we have been told that other Council Departments have been contacted to help the situation. She asked how successful has this been and will these extra people be sufficiently trained to deal with the backlog. She also questioned whether there is there a resource implication.

The Head of Safeguarding & Quality Assurance apologised if the report had been misleading as there is not a backlog of complaints handling, there is however a backlog of subject access requests waiting for us to respond to but we do now have plans in place to address this. She added that officers are going to keep monitoring the progress with these and are going to keep the Strategic Director for People & Communities aware.

She said in relation to the people being sufficiently trained the answer is yes as the additional help is coming from the Corporate Information Governance team and we have made the computer programme they need to use available for them. She added that there isn’t a financial implication to People & Communities but it does mean that Resources are indirectly funding this short term.

Councillor Liz Hardman said that the report shows that the highest proportion of complaints was due to the “attitude or behaviour of the staff”. She said that she realised that this can be due to difficult decisions being made by social workers, but asked is this being addressed as part of the ongoing training for social workers.

The Head of Safeguarding & Quality Assurance replied that both the Divisional Director for Safeguarding & Social Care and the Principal Social Worker are aware and have been looking into ways of addressing this. She added that the Complaints and Data Protection Team Manager did a session last week on complaint handling and learning from complaints so this will hope to improve communication.

The Chair asked generally how areas of development are identified.

The Head of Safeguarding & Quality Assurance replied that Team Plans are in place and that progress against these is monitored.

The Chair asked if the Council responds to the compliments received.

The Head of Safeguarding & Quality Assurance replied that they do.

The Panel RESOLVED to note the report.