Issue - meetings

The Director of Finance submits a report to update the Committee on progress since the Vacancy Management Service Manager presented findings on the corporate non-statutory complaints process and to report the quarterly non-statutory complaints figures. The Committee are asked to note the report.

The Director of Finance submitted a report updating the Committee on progress with the new corporate non-statutory complaints process and reporting the quarterly non-statutory complaints figures.

The Committee noted that:-

·           A statutory process needed to be followed for complaints about adult social care and children’s services.  The non-statutory complaints process therefore applied to all other services, including housing;

·           The new system would be implemented at the end of January 2016;

·           A web portal would facilitate customer access to the new complaints procedure;

·           The new process was being introduced as part of the Customer Services transformation programme;

·           When the non-statutory complaints process was established, consideration would be given to incorporating Member and Mayoral complaints and enquiries in to it;

·           It was not possible to interrogate the current electronic non-statutory complaints system to obtain details of complaints on a Ward basis, but it would be possible to get this information from the new system;

·           The first quarterly statistics under the new electronic for non-statutory complaints process would be available in the summer of 2016;

·           Officers were working with the designers of the new electronic system to ensure that it supplied the information required to monitor these complaints appropriately;

·           Officers against whom complaints were made were investigated and Human Resources procedures were invoked as necessary in response to the findings of the investigations; and

·           All Councillors would be advised of the forthcoming changes to the non-statutory complaints process before it went live.

RESOLVED:

That the report be noted.