Issue - meetings

To consider a report of the Cabinet Member for Finance & Resources.

The purpose of this report is to provide an overview of complaints received by the council and the lessons learnt from complaints in 2021-22. This report includes complaints received by the local authority that are managed by the complaints service. The scope of complaints included in this report covers:

·         Corporate complaints

·         Adult’s social care complaints

·         Children’s social care complaints

·         School’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: Kirsteen Roe on 0161 474 3376 or email: kirsteen.roe@stockport.gov.uk

The Cabinet Member for Finance & Resources (Councillor Malcolm Allan) submitted a report (copies of which had been circulated) providing the Cabinet with an overview of complaints, as at the end of 2021/22, including a comparison with the previous year and any lessons learnt from these complaints.

The Leader of the Council stated that it was important that residents had an avenue through which they could make a formal complaint.  It was noted that in any organisation providing the range of services that the Council did, there would inevitably be occasions where things went wrong; however, it was important that lessons were learned from these events and that the same issue did not arise again in the future.

RESOLVED – That performance in relation to the complaints received in 2021/22 be noted.

To consider a report of the Corporate Director (Corporate and Support Services) and the Deputy Chief Executive.

The report provides an overview of complaints received by the Council and the lessons learnt from complaints during 2021-22. The scope of complaints included in this report covers:

·       Corporate complaints

·       Adult’s social care complaints

·       Children’s social care complaints

·       School’s complaints

The Scrutiny Committee is asked to note the progress being taken to improve complaints handling across the Council.

Officer contact: Emma Handby, emma.handby@stockport.gov.uk and Soulla Jones, soulla.jones@stockport.gov.uk

The Corporate Director (Corporate and Support Services) and the

Deputy Chief Executive submitted a report (copies of which had been circulated) providing an overview of complaints received by the Council and the lessons learnt from complaints during 2021-22.  

The Cabinet Member for Finance and Resources attended the meeting to respond to questions from the Scrutiny Committee.

The following comments were made/issues raised:-

·       It was commented that there was an increase of complaints for 2019/20 – 2021/22 but the approach relating to the centralised team was good news including the replacement for the previous Complaints Manager.

·       Members were happy with the holistic approach and the benefits that were being seen.

RESOLVED – That the report be noted.