Issue - meetings

To consider a report of the Cabinet Member for Resources, Commissioning & Governance

The purpose of this report is to provide an overview of complaints, as at the 4^th quarter (January - March). The report also compares complaints received in 2018/19 with the previous year's complaints.

The Cabinet 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 Cabinet Member for Resources, Commissioning & Governance submitted a report (copies of which had been circulated) providing the Cabinet with an overview of complaints, as at the end of 2018/19, including a comparison with the previous year and any lessons learnt from these complaints.

The Cabinet Member draw a distinction between complaints relating to the Council’s delivery of services in accordance with agreed policies and standards, and those representations received in relation to disagreements with Council decisions or policies. He stated that he had asked that this distinction be made more explicit in future reports.

The Cabinet Member also referred to discussion at the Corporate, Resource Management & Governance Scrutiny Committee in relation to this report and the suggestion that future reporting on complaints be included in the Portfolio Performance and Resources Report and be done by exception, with an annual report submitted to both the Scrutiny Committee and the Cabinet.

RESOLVED – (1) That performance in relation to the complaints received in the fourth quarter and for 2018/19 be noted.

(2) That the Deputy Chief Executive be requested to make arrangements for complaints performance to be reported by exception in Portfolio Performance and Resources Reports with an annual complaints report being submitted at the start of each municipal year to both the Cabinet and relevant scrutiny committee.

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). The report also compares complaints received in 2018/19 with the previous year’s complaints.

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, as at the 4th quarter (January - March) 2018/19. The report also compared complaints received in 2018/19 with the previous year’s complaints.

The Cabinet Member for Resources, Commissioning & Governance (Councillor Tom McGee) attended the meeting to respond to questions.

·         Clarification was sought about the significant number of Stage 1 complaints not proceeding to stage 2 complaints in relation to services to adults. In response it was stated that there was a statutory complaints process for adult social care, but there were some complaints that related to corporate issues and these would be escalated to Stage 2, though these were few in number.

·         Further information was requested in relation to the Ombudsman Report that had been published with findings against the Council. In response it was stated that there were lessons for the Council in relation to ensuring complaints were dealt with in accordance with the agreed policy that might have allowed for actions to have been taken earlier. The Council would respond to the recommendations of the Ombudsman as a matter of urgency.

·         Further information was sought on the capacity and pressure on the complaints team in light of discussions at previous meetings. In response it was stated that pressure had eased and there was more capacity on which to draw to respond to complaints.

·         It was suggested that in light on the increasing demands on officers responding to complaints it may be more efficient to include complaints information related to specific services in the appropriate Portfolio Performance and Resources Report and provide an annual report summarising all complaints.

RESOLVED – That the report be noted.