Issue - meetings

To consider a report of the Deputy Chief Executive.

The purpose of this report is to provide an overview of complaints, as at the 4th quarter (January - March) 2015/16. The report also compares complaints received in 2015/16 with the previous year’s complaints.

Executive at its meeting on 14 June 2016 considered the report and agreed that performance in relation to complaints received in the fourth quarter of 2015/16 be noted.

The Scrutiny Committee is invited to consider the report.

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

The Deputy Chief Executive submitted a report (copies of which had been circulated) providing the Scrutiny Committee with an overview of complaints received in the fourth quarter of 2015/16 and outlining any lessons learnt as a consequence.

The Leader of the Council (Councillor Alexander Ganotis) attended the meeting to answer members’ questions.

The following comments were made/issues raised:-

·         The Scrutiny Committee noted the various ways in which formal complaints could be made in addition to the Contact Centre.

·         The Scrutiny Committee sought reassurance that the ‘lessons learnt’ from the 400 complaints made in 2015/16 extended beyond the examples provided in the report.

·         It was suggested than an analysis needed to be undertaken of issues ‘logged’ not just formal complaints to identify whether there were particular concerns relating to individual council services and this information be included in future reports.

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

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

Summary:

The purpose of this report is to provide an overview of complaints, as at the 4th quarter (January - March) 2015/16. The report also compares complaints received in 2015/16 with the previous year’s 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 (Reform & Governance) submitted a report (copies of which had been circulated) providing the Executive with an overview of complaints received in the fourth quarter of 2015/16 and outlining any lessons learnt as a consequence.

The Executive Councillor highlighted that performance had improved overall in comparison to previous years, and commended the work done by officers to work with the public to prevent the escalation of complaints.

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