Agenda item

To consider a report by the Corporate Complaints Officer (copy enclosed) which provides an overview of compliments, suggestions and complaints received by Denbighshire under the Council’s Customer Feedback Policy ‘Your Voice’ during Q4 2014/15.

                                                                                11.10 a.m. – 11.40 a.m.

 

A copy of a report by the Corporate Complaints Officer (CCO), which provides an overview of compliments, suggestions and complaints received by Denbighshire County Council under the Council’s customer feedback policy ‘Your Voice’ during Q4 2014/15 (Appendix 1), had been circulated with the papers for the meeting.

 

The Head of Customers and Education Support (HCES) introduced the report and explained that following a review the Corporate Complaints Officer, Customers and Education Support, would in future be working with Social Services, which it was anticipated would make the process more resilient.  She confirmed that the next Your Voice Complaints Report to Committee would be presented as a joint report with Social Services.        

 

Reference was made to gaps across the organisation in previous reports, and it was suggested the Committee look at introducing a more systematic approach and learning from complements, complaints and suggestions received.   

 

The report provided information regarding performance issues and made recommendations to address these accordingly.

 

Headlines for Q4 had been included in Appendix 1.

 

·       The Council had received 78 complaints in Q4, bringing the annual total to 411, a decrease of 19% compared to the previous year.

·       Complaints against Environmental Services had decreased by 39%; 14 in Q4 compared to 23 in Q3.

·       Complaints against Highways and Infrastructure had decreased for the first time this year. Down 48%; 15 in Q4 compared to 29 in Q3.

·       Stage 2 complaints for Planning & Public Protection increased by 75%; from 4 in Q3 to 7 in Q4.

·       The Council had received 103 compliments during Q4.

·       The Council had received 16 suggestions during Q4.

 

Details of Performance – Q4:-

 

·       88% (66/75) of stage 1 complaints had been responded to within the ‘Your Voice’ timescales.  This had not met the corporate target of 95%.

·       67% (6/9) of stage 2 complaints had been responded to within the ‘Your Voice’ timescales.  This does not meet the corporate target of 95%.

·       92% (69/75) of complaints were successfully dealt with at stage 1.

·       Four service areas had been highlighted as having RED status; Customers and Education Support, Environment, Planning and Public Protection (stage 2) and Highways and Infrastructure (stage 2).

·       Three service areas are highlighted as having AMBER status; Housing and Community Development, Planning and Public Protection and Highways and Infrastructure.

 

The HCES responded to questions from Members regarding problems experience with the EMMA system.  It was explained that the EMMA system had been an interim solution pending the installation of a new CRM system which would be installed by the end of the year.  She also confirmed that the Your Voice booklet was available bilingually and both language versions should be displayed and distributed equally.

 

The Chair referred to the percentage figures in the report and questioned whether services who failed to meet their targets within specified timescales were being monitored.  The HCES confirmed that breaches were monitored on a regular basis and raised with the respective Heads of Service and SLT.  It was explained that in cases where there had been persistent failures to meet timescales the offending department could be summed to attend the Committee and provide an explanation. 

 

The Chief Executive referred to the need to raise the profile with regard to complaints and compliments by demonstrating a learning process, and not just by noting the quantity received.  He referred to the recommendation that the Committee assists with the agenda by questioning the reaction of service providers to comments received.  It was suggested that this could impact on planning for future service provision, and include the possible introduction of systems and positive changes in practice to address complaints.  The HCES confirmed that a learning from complaints feedback report had been presented previously to this Committee and the Corporate Governance Committee, and it was agreed that the report be appended to future Quarterly reports.

 

In reply to concerns raised by the Chair with regard to the Finance and Assets Service, the HCES explained that the issues related to the Revenues and Benefits Service which had recently transferred to Customers and Education Support, and this had now been highlighted as red.  The HCES explained the matter had been raised at the Revenues and Benefits CIVICA Board meeting and they had been informed that the matter would be reported

 

During the ensuing discussion the Chair requested that the statistics included in the paper copies of the agenda include colour guidance indicators to assist Members. e.g. ‘G’ for green, etc.

 

RESOLVED – that the Performance Scrutiny Committee:-

 

(a)  receives and notes the contents of the report, and

(b)  agrees that a copy of the learning from complaints feedback report be appended to future Quarterly reports.