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 2nd quarter (July – September) 2017/18.

The Cabinet had consider the report at its meeting on 14 November 2017.

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, 0161 474 3182, anwar.majothi@stockport.gov.uk

A representative of the Deputy Chief Executive submitted a report (copies of which had been circulated) providing an overview of complaints, at the 2nd quarter (July - September) 2017/18.

The Cabinet had received and noted this report at its meeting on 14 November 2017.

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

The following comments were made/ issues raised:

·           Clarification was sought on the decrease in the number of responses being provided on time for stage 1 complaints. In response it was stated that the Council had a timescale of 20 working days within which to respond to both stage 1 and stage 2 complaints, as opposed to the 12 week period maximum stipulated by the government, and in most cases this target was met. Where this was not going to be met because of the complexity of the complaint every effort was made to notify this to the complainant. The Council had recently introduced new software to underpin the complaints handling process and this should reinforce the message to staff to ensure these deadlines were met.

·           The quality of the data provided in the report and the information about lessons learnt was commended.

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 2^nd quarter (July – September) 2017/18.

Cabinet 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 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 second quarter of 2017/18 and outlining any lessons learnt as a consequence.

The Cabinet Member highlighted that adult social care complaints were now reported to the Adult Social Care and Health Scrutiny Committee, drawing lessons from these where appropriate.

RESOLVED – That performance in relation to complaints received in the second quarter of 2017/18 be noted.