Complaints 55 April to September 2016 Q1 to Q2
Background Information • Data is based on information recorded on ‘Respond’. If we have not been alerted to complaints, they will not have been included in this report. • Details of statutory children’s social care complaints is based on Q1 & Q2 reports provided by Janet Day, Children’s Services. 56 • Some of the ‘Stage 1’ complaints for may still escalate to Stage 2 or to the LGO/HO. • Where there are, for example, 50 ‘Stage 1’ complaints and 7 ‘Stage 2’ complaints, this would not mean there were 57 complaints. This shows 7 escalated to stage 2, with 50 received in total.
Summary of Complaints Summary: Complaints Received between April 2016 (Q1) and September (Q2) • 14 complaints have been recorded as being resolved at ‘Early Resolution’. • We have received 39 ‘Stage 1’ corporate complaints, of which 7 have been escalated to ‘Stage 2’. • We have received 18 Children’s Services Social Care Complaints, 2 of which were out of scope. • 8 complaints have been received via the Local Government Ombudsman (LGO) or the Housing Ombudsman (HO). 57 • The majority of the complaints escalated to the LGO or HO relate to School Transport Appeals. 62 8 7 Total number of Corporate & Total number of Complaints Total number of Complaints Social Care Complaints investigated by the LGO escalated to Stage 2
Corporate Complaints Snapshot Complaint Service Location Complaints Received Childrens Services Early Resolution 8 14 13 of these complaints 7 Finance & Resources Stage 1 were resolved at early resolution Stage 2 Environment 39 LGO/HO Health & Wellbeing Chief Executive 0 10 20 30 40 Reasons for corporate complaints 58 14 12 10 8 6 4 2 0 Information Services annual report 2014 FINAL.pptm 4 PROTECTIVE MARKING: UNCLASSIFIED
Children’s Services Social Care Complaints 13 Complaint Stages Early Resolution 2 2 Stage 1 16 Stage 2 LGO Out of Scope * Other : Initial meeting at Stage 0, early resolution 59 Reasons for children’s complaints 10 Information Services annual 5 report 2014 FINAL.pptm 5 PROTECTIVE MARKING: 0 UNCLASSIFIED
Corporate Complaints Received – Q1 & Q2 Comparison with Previous Years 140 122 120 100 80 Apr to Sept 2014 Apr to Sept 2015 60 50 Apr to Sept 2016 39 40 60 31 20 13 10 8 7 2 0 Stage 1 Stage 2 LGO/HO Comments/Observations • Comparison for Q1 and Q2. Demonstrates a year on year reduction in those complaints responded to at Stages 1 and 2. • In 2014 and 2015, approximately 25% of Stage 1 corporate complaints escalated to Stage 2. For 2016, only 18% of complaints escalated to Stage 2.
Children’s Services Statutory Complaints Received – Q1 & Q2 Comparison with Previous Years 40 35 30 25 22 Apr to Sept 2014 20 Apr to Sept 2015 16 61 15 Apr to Sept 2016 9 10 8 5 2 1 1 0 0 0 0 0 0 0 0 0 Early Resolution Stage 1 Stage 2 Stage 3 LGO/HO Comments/Observations • Each of the last three years has seen a continuing trend: complaints the large majority of complaints are dealt with at ‘Earl y R esolution’ stage. • There has been a slight increase in those complaints dealt with at ‘Early Resolution’ compared to last year; however, only tw o of have progressed to Stage 1. No complaints have been escalated to Stages 2, 3 or LGO.
Environment Complaint Service Location 3 2 Community Services Stage 1 Policy & Planning 14 Stage 2 Development Management & Regulatory… SDL Delivery LGO Highways & Transport 62 0 2 4 6 8 10 12 14 Comments/Observations • The complaints responded to at Stage 2 have not been escalated any further to date. • The 3 complaints received via the LGO were all complaints which the council declined to investigate at Stage 2.
Health & Wellbeing Complaint Service Location 4 13 Intergrated Mental Health Early Resolution Adult Social Care & Safeguarding Stage 1 23 Housing 63 Stage 2 Public Health 0 5 10 15 20 25 30 35 40 Comments/Observations • Of the 31 complaints for Housing, 21 related to ‘Planned and Reactive Repairs’, which often attracts a higher number of compl aints. Majority of these were responded to at early resolution stage. • There were 2 complaints for Housing which were escalated to Stage 2. Both were in relation property repairs and were not upheld at this stage. • There were 5 complaints against Adult Social Care. 2 were escalated to Stage 2, neither of them were upheld. • None of these complaints have been escalated to either the LGO or HO.
Children’s Services – Corporate Complaints 1 1 Strategic Commissioning Stage 1 5 Learning & Achievement Stage 2 Social Care & Intervention LGO 64 0 1 2 3 4 5 Comments/Observations • 1 complaint against SEN, which was escalated to Stage 2. This was not upheld at either stage. • All LGO complaints relate to complaints about appeals: 3 for school transport appeals and 2 for general school admissions. • After an appeal, complaints are not considered through the Corporate Complaints Process.
Other Complaints • There was a Stage 1 complaint responded to by the Insurance Service, which was not upheld. • The resident requested escalation to Stage 2, which 65 was declined on the basis that there was no merit in doing so. • In addition, there was one case of ‘early resolution’ in relation to the council’s services for deaf residents.
What has worked well… • Proposals to change corporate complaints process were agreed by CLT. Changes have been implemented this year. Statistics have shown that number of complaints considered at Stages 1 and 2 have reduced. • 66 There has been a lot more work with other service areas on addressing customer concerns at an early a stage as possible, focussing on their desired resolutions. • Maintained good working relationship with the LGO. Open in challenging decisions we do not agree with.
Compliments for Q1 & Q2 • In Q1 & Q2, we have received details of 73 formally recorded compliments. • A large majority of these compliments were received by 67 Environment, with particularly positive feedback on the new grass cutting policy and our countryside services. • There was also a number of compliments received by Children’s Services and frontline customer services
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