Corporate Complaints Performance and Ombudsman Final Decisions Q4 2018/9 and Q1 2019/20 Tina Dunkin – Customer Relations 7 October 2019
Corporate Complaints Performance • Target 75% of complaints responded to within time scales • Stage 1 complaint - 15 working days • Stage 2 complaint – 20 working days • Benchmarking Q1- 4 18/19 and 17/18 % of complaints % of complaints Date Range responded to within Date Range responded to within timescales timescales Q1 2018/9 78% Q1 2017/8 73% Q2 2018/9 84% Q2 2017/8 58% Q3 2018/9 83% Q3 2017/8 66% Q4 2018/9 88% Q4 2017/8 83%
Complaints performance Q1 2019/20 • Benchmarking Q1 19/20 and 18/19 % of complaints responded Date Range % of complaints responded to Date Range to within timescales within timescales Q1 2019/20 89% Q1 2018/9 78%
Corporate complaints received Complaints received Date range Stage 1 Stage 2 Total Q4 2018/19 146 19 165 Q1 2019/20 78 15 93
Q4 2018/19 Corporate complaints received by team Corporate Complaints received by team Q4 Volume Stage 1 complaints Volume Stage 2 complaints 3 Asset Management And Leasehold Services 14 Asset Management And Leasehold Services 1 Children's Safeguarding & Support 1 Customer Contact Centre 1 Community Enforcement 2 Family Group Conference Service 1 Customer Contact Centre 2 Hounslow Highways 1 Customer Relations 1 Housing Management Services - North 1 Family Group Conference Service 1 Housing Repairs and Grounds Maintenance (LFM360) 1 Highways and Street 2 Parking Services Planning Enforcement and Planning Development 5 Hounslow Highways 16 Management 1 Housing - HIPs and Lettings and Acquisitions 10 School Organisation and Access to Education 1 Housing Management Services - North 1 Special Educational Needs and Disability 2 Housing Repairs and Grounds Maintenance (LFM360) 52 Traffic and Transport 1 Liberata Client Services 5 Waste & Recycling 19 Libraries 1 Total Stage 2 Parking Services 6 Planning Enforcement and Planning Development Management 8 School Organisation and Access to Education 1 Special Educational Needs and Disability 5 Specialist Housing Services 1 Traffic and Transport 6 Waste & Recycling 11 Total Stage 1 146 Total Complaints 165
Q1 2019/20 Corporate complaints received by team Corporate complaints received by team Q1 2019/20 Stage 1 complaints Volume Stage 2 complaints Volume 13 2 Asset Management And Leasehold Services Community Safety and Enforcement 1 1 Building Control Contingency Planning 2 3 Community Safety and Enforcement Hounslow Highways 1 1 Contingency Planning Housing Management Services - East 1 1 Customer Contact Centre Housing Management Services - South 4 1 Hounslow Highways Parking Services 2 1 Housing - Estate Services / Caretaking Planning Enforcement and Planning Development Management 3 1 Housing - HIPs and Lettings and Acquisitions School Organisation and Access to Education 1 2 Housing Management Services - East Special Educational Needs and Disability 1 1 Housing Management Services - South Specialist Housing Services 19 1 Housing Repairs and Grounds Maintenance (LFM360) Waste & Recycling 1 15 Leisure Centres Stage 2 complaints 1 Liberata Client Services 1 Parking Services 1 Planning - Spatial Planning & Infrastructure Planning Enforcement and Planning Development 6 Management 2 School Organisation and Access to Education 3 Special Educational Needs and Disability 15 Waste & Recycling 78 Total stage 1 complaints Total complaints 93
Children and Adult Statutory Complaints • Volume received in Q4 2018/19 and Q1 2019/20 Adults Childrens complaints complaints Date range 3 3 Q4 2018/9 Q1 2019/20 1 1
Ombudsman service • The Local Government and Social Care Ombudsman • Housing Ombudsman Service • Free service to citizens who are dissatisfied with the way that the Council has dealt with issues • Any citizen may approach the Ombudsman at any time to request an independent review of a complaint
Complaint escalation to Ombudsman Jan - Jun19 Stage 2 complaints received 34 Escalation of these to Ombudsman 6 • 6 Ombudsman cases • 2 cases Ombudsman will not investigate • 4 remaining cases – information provided • Nothing further received from Ombudsman
Q1 – Q4 Ombudsman Final Decisions received • Table shows number of Final Decisions received where the Ombudsman has investigated the complaint and the outcome Number of Final Date range Outcome Decisions received 2 partially upheld Q1 Apr - Jun 2018 3 upheld 5 4 partially upheld Q2 Jul - Sep 2018 1 upheld 5 6 not upheld Q3 Oct - Dec 2018 10 4 upheld 1 upheld 2 partially upheld Q4 Jan - Mar 2019 5 2 not upheld
2018/9 Q4 Upheld Final Decisions Final decision Service Team Issue outcome Remedy Apology Failed to respond to a review Liberata Client Services Partially upheld Undertaken review request Sent request to Tribunal £375 Guidance and training for staff Unclear and conflicting advice Amended policy and updated Liberata Client Services given about its Section 13A Upheld copy available on website application process Amended letter templates to include right to appeal escalation Increase offer of compensation Housing - HIPs and Lettings Delay in repairing outstanding from £150 to £400 Partially upheld and Acquisitions repairs Make clear if time limits for reviews
Q1 2019/20 Final Decisions • Table shows number of Final Decisions received where the Ombudsman has investigated the complaint and the outcome Number of Final Date range Outcome Decisions received 3 upheld Q1 Apr - Jun 2019 5 2 not upheld
2019/20 Q1 Upheld Final Decisions Final decision Service Team Issue outcome Remedy Did not provide specialist Apology physiotherapy provision in £675 to reflect lost Special Educational Needs EHCP for 26 weeks Upheld Physiotherapy sessions Did not follow Complaints £100 time and trouble procedure injustice remedied by Council's Recovery action for Council Liberata Client Services Upheld decision to take debt back and Tax debt waive costs Revision of Housing benefit paying £613 Failure to apply a disability Liberata Client Services Upheld £150 for delay premium Refund Council's £118 over payment
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