Issue - meetings

To consider a report of the Deputy Chief Executive.

Stockport Council and Stockport Homes welcome feedback from their customers and have accessible, well-publicised complaints processes in place. An intrinsic part of both organisation’s culture is to actively seek and learn from customer feedback to improve services. The purpose of this report is to provide an overview of complaints, as at the 4th quarter (January - March) 2016/17. The report also compares complaints received in 2016/17 with the previous year’s complaints.

Recommendation

The Scrutiny Committee is asked to:

·         Review performance information contained in this report, and

·         Comment on the performance measures reported and suggest any additional information that might be collected in future.

Officer contact Anwar Majothi on 0161 474 3182, or by email on anwar.majothi@stockport.gov.uk

The Deputy Chief Executive submitted a report (copies of which had been circulated) providing an overview of complaints, as at the 4th quarter (January - March) 2016/17. The report also compared complaints received in 2016/17 with the previous year’s complaints.

The Cabinet Member for Reform & Governance (Councillor David Sedgwick) attended the meeting to answer members’ questions.

RESOLVED – That the report be noted.

To consider a report of the Cabinet Member for Reform & Governance.

The purpose of this report is to provide an overview of complaints, as at the 4th quarter (January - March) 2016/17. The report also compares complaint-handling performance in 2016/17 with the previous year.

The Cabinet is asked to:

·         Review performance information contained in this report, and

·         Comment on the performance measures reported and suggest any additional information that might be collected in future.

Officer contact: Anwar Majothi, 0161 474 3182, anwar.majothi@stockport.gov.uk

The Cabinet Member for Reform & Governance submitted a report (copies of which had been circulated) providing the Cabinet with an overview of complaints received in the fourth quarter of 2016/17 and outlining any lessons learnt as a consequence.

The Cabinet Member highlighted that although there was an overall reduction in complaints there had been an increase in complaints relating to Adult Social Care, although there was no discernible trend or pattern. It was suggested that a small group of councillors could meet to consider the issues arising from these complaints.

RESOLVED – That performance in relation to complaints received in the fourth quarter of 2016/17 be noted.