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Mar 31, 2024 •242 likes •288 views

Agenda for Tonight Managing Complaints across the Children, Adults & Housing Overview of the centralised complaints function within CAH Directorate How different types of complaints are dealt with Volumes Pippa Brent-Isherwood

  1. Agenda for Tonight Managing Complaints across the Children, Adults & Housing • Overview of the centralised complaints function within CAH Directorate • How different types of complaints are dealt with • Volumes Pippa Brent-Isherwood (Head of Business & Performance) Coral Hayden (Complaints, Information and Communications • Integration of Housing complaints team Team Manager) • Planned future developments 1 2 Scope of the Service Dealing with Children’s Services Complaints • Compliments • Pre – Stage 1 (non-statutory) • Complaints • FoI requests • Stage 1 – Local resolution • DPA requests • MP / Member enquiries • Stage 2 – Formal, independent investigation • Children’s Services • Stage 3 – Review Panel • Adult Social Care & Commissioning • Learning & Achievement • Corporate Complaints • (from end April 2014) Homes and Housing • Local Government Ombudsman 3 4 Dealing with Adult Social Care & Children’s Services Complaints - Volumes Commissioning Complaints • Informal • Formal • Corporate Complaints • Local Government Ombudsman 5 6 1

  2. Adult Social Care & Commissioning Dealing with Learning & Achievement Complaints Complaints - Volumes • Pre – Stage 1 • Corporate complaints • Local Government Ombudsman 7 8 Learning & Achievement Complaints - Volumes Dealing with Homes & Housing Complaints • Informal • Stage 1 • Stage 2 • Stage 3 • Housing Ombudsman 9 10 Homes & Housing Complaints - Volumes MP / Member Enquiries - Volumes 11 4 5 16 13 CYPS Informal ASC Stage 1 L&A 176 Stage 2 H&H 167 Stage 3 193 11 12 2

  3. Freedom of Information Requests - Volumes Data Protection Act Requests - Volumes 36 1 51 CYPS CYPS ASC H&H L&A H&H 27 5 48 13 14 Integration of Housing Team Compliments - Volumes 2 • Service Level Agreement • Rolled out FOI, DPA and CRM training to Housing staff 25 • Joint Team Meetings CYPS • Workshop to look at effective ways of working; sharing best practice etc ASC • Improved data monitoring L&A • Audit on Housing Systems(OHMS/CRM) H&H • Recruitment of posts filled (Aug 2014) 3 60 • Move of Housing staff from Chippenham Road to Mercury House August 2014 15 16 More Effective Ways of Working Future Developments • Implementing various templates and raising awareness around timescales/exemptions for FOIs / DPAs. • Improved learning from complaints • Cross-training of staff • Rolling out follow-ups with complainants • Team tracking • Enhanced demographic monitoring • Joint up complaint responses to keep continuity and • Monitoring complaints by Wards consistency across the directorate • Clarifying roles and responsibilities for school complaints • Ensuring corporate policies are implemented • SEND complaints procedure • To produce a Housing Annual Report • Housing Complaints Annual Report • Implemented Good Practice Guide around DPA breaches • Having a streamlined service 17 18 3

  4. Any questions? 19 4

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