Issue - meetings

To consider a report of the Cabinet Member for Citizen Focus & Engagement.

The purpose of this report compares complaints received in 2019/20 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 on 0161 474 3182 or email: anwar.majothi@stockport.gov.uk

The Cabinet Member for Citizen Focus & Engagement (Councillor Kate Butler) submitted a report (copies of which had been circulated) providing the Cabinet with an overview of complaints during 2019/20 including a comparison with the previous year and any lessons learnt from these complaints.

RESOLVED - That performance in relation to complaints as at the end of 2019/20, including a comparison with the previous year and any lessons learnt from these complaints be noted.

To consider a report of the Deputy Chief Executive

The report provides an overview of complaints as at the fourth quarter (January – March). The report also compares complaints received in 2019/20 with the previous year’s complaints.

The Scrutiny Committee is recommended to:-

·         Review the performance information contained in the report:

·         Comment on the performance measures reported and suggest any additional information that might be collected in the future.

Officer Contact: Anwar Majothi on 0161 474 3182 or email: anwar.majothi@stockpoprt.gov.uk

A representative of the Corporate Director, Corporate and Support Services submitted a report (copies of which had been circulated) providing an overview of complaints as at the fourth quarter (January-March). The report also compared complaints received in 2019/20 with the previous year’s complaints.

The Cabinet Member for Citizen Focus and Engagement (Councillor Kate Butler) attended the meeting to respond to questions from the Scrutiny Committee.

The following comments were made/issues raised:-

·         The Scrutiny Committee considered the timescale and in particular, in line with best practice, the requirement for Stage 1 and Stage 2 complaints to be responded to within twenty days. The increase in the number of complaints escalating to Stage 2 reflected the complexity of some of the complaints.

·         The report only recorded the formal complaints not the work Officers were undertaking to prevent formal complaints from escalating.

·         Members expressed concern that the number of complaints which were responded to were decreasing and requested that the level of staff resources allocated to the service be re-examined.

·         Of the lessons learnt, a Member highlighted two partially upheld complaints in the 3rd quarter about the Council’s enforcement agent for council tax. The enforcement agent had been reminded to ensure that it adhered to a strict code of conduct and followed policy and guidelines which were set down by its governing body.

RESOLVED – (1) That the report be noted.

(2) That the Cabinet be requested to examine the level of staff resources allocated to the complaints service.