Issue - meetings

To consider a report of the Executive Councillor (Support & Governance)

The report provides an overview of complaints, as at the 4^th quarter (January - March) 2014/15. The report also compares performance in 2014/15 with the previous year. The report contains a overview Stage 1 & Stage 2 Corporate Complaints, Adults Social Care Complaints, statutory Children’s Social Care Complaints, complaints about Stockport Homes, an overview of complaints referred to the Local Government Ombudsman (LGO) and lessons learnt as a result of complaints

Executive is asked to:

a)     review performance information contained in this report, and

b)     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 Executive Councillor (Support & Governance) submitted a report (copies of which had been circulated) providing the Executive with an overview of complaints received in the fourth quarter of 2014/15 and outlining any lessons learnt as a consequence.

RESOLVED – That performance in relation to complaints received in the fourth quarter of 2014/15 be noted.

To consider a report of the Corporate Director, Corporate and Support Services.

The report provides an overview of complaints, as at the 4th quarter (January - March) 2014/15. The report also compares complaints received in 2014/15 with the previous year’s complaints including:

·         Performance overview

·         Overview of Stage 1 & Stage 2 Corporate Complaints

·         Overview of statutory Adults Social Care Complaints

·         Overview of statutory Children’s Social Care Complaints

·         Overview of complaints about Stockport Homes

·         Overview of complaints referred to the Local Government Ombudsman (LGO)

·         Lessons learnt as a result of complaints

Within each section, complaints information is provided in relation to:

·         Numbers of complaints received

·         Percentage of complaints upheld

·         Percentage of complaints dealt with within agreed timescales

The Scrutiny Committee is requested 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

A representative of the Corporate Director for Corporate and Support Services submitted a report (copies if which had been circulated) providing an overview of complaints as at the fourth quarter (January – March) 2014/15. The report also compared complaints received in 2014/15 with the previous year’s complaints.

The Executive Councillor (Support and Governance) (Councillor Iain Roberts) attended the meeting to respond to Members’ questions.

RESOLVED – That the performance information and measures contained in the report be noted.