Issue - meetings

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

The purpose of this report is to provide the Scrutiny Committee with an overview of complaints, as at the 2^nd quarter (July - September) 2015/16. This report is structured as follows:

·         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)

·         Overview of complaints referred to the Housing Ombudsman (HO)

·         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 Executive at its meeting on 17 November 2015 noted the report.

The Scrutiny Committee is invited 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 Corporate Director, Corporate and Support Services submitted a report (copies of which had been circulated) providing the Scrutiny Committee with an overview of complaints received in the second quarter of 2015/16 and outlining any lessons learnt as a consequence.

 It was reported that the Executive at its meeting on 17 November 2015 had noted the report.

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

RESOLVED – (1) That performance in relation to complaints received in the second quarter of 2015/16 be noted.

That the Corporate Director, Corporate and Support Services be requested to provide further information to members of this Scrutiny Committee as to why Adult social care complaints had increased.

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

The purpose of this report is to provide an overview of complaints, as at the 2^nd quarter (July - September) 2015/16.

This report is structured as follows:

·         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)

·         Overview of complaints referred to the Housing Ombudsman (HO)

·         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

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 second quarter of 2015/16 and outlining any lessons learnt as a consequence.

RESOLVED – That performance in relation to complaints received in the second quarter of 2015/16 be noted.