Issue - meetings

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 2nd quarter (July – September) 2018/19.

The Cabinet is recommended 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 second quarter of 2018/19 and outlining any lessons learnt as a consequence.

The Cabinet Member highlighted that there had been an overall increase in the number of complaints received compared to the previous quarter. In particular there had been an increase in the number of complaints related to Adult Social Care charging and service quality, the underlying cause of which was due to dissatisfaction with charges. Performance in responding had remained broadly similar despite the increase in the number of complaints.

RESOLVED – That performance in relation to complaints received in the second quarter of 2018/19 be noted.

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).

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 second quarter (July - September) 2018/19.

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

The following comments were made/ issues raised:

·         In relation to Adult Social Care complaints about service charging confirmation was sought that information was now being provided to service users. In response it was confirmed that Finance packs were now being provided and signatures required to confirm receipt.

·         In relation to complaints about the quality of Adult Social Care services, comment was sought on the current 70% performance. In response it was stated that previously a number of these complains would likely have been dealt with informally but because of the increasing awareness of complaints procedures (due to providing more information as part of the financial information) this had led to an increasing number of complaints. The slippage in response time was due in part down to the increase in volume but also the increase in complexity.

·         The increasing burden on the Council of responding to complaints about service quality versus cost should be kept in mind when considering budget proposals.

RESOLVED – That the report be noted.