Decision:
It was RESOLVED:-
1.1 That the revised Joint Compliments, Comments and Complaints Policy be agreed.
1.2 That the need for customers who wish to complain to the Ombudsman having to request a stage 2 complaint, once the phased approach has been delivered be withdrawn in accordance with paragraph 11.7 of the Policy.
1.3 That in consultation with the Council Leader and Cabinet Member, minor amendments to the policy be delegated to the Senior Leadership Team.
1.4 That the Policy be reviewed after a period of six months following the completion of training.
Reason for Decision: To improve the Joint Corporate Comments, Compliments and Complaints Policy so that the customer was at the heart of the process with complaints being dealt with effectively leading to more customers being satisfied at all stages of the process for the investigation of their complaints.
Alternative Options Considered and Rejected: To retain the existing policy which extended the time taken for complainants to access the Ombudsman and which is resource intensive. To agree the changes identified in the revised Joint Compliments, Comments and Complaints Policy through a phased approach, ensuring an improved customer focused experience.
Any Declarations of Interest declared: None
Any Dispensation Granted: None
Minutes:
Councillor Morley, the Cabinet Member with responsibility for Organisational Delivery, introduced report MCa/18/20 and moved the recommendation, to include a revised recommendation 3.2 to include the words “in accordance with paragraph 11.7 of the policy”. This was seconded by Councillor Flatman.
Councillor Morley explained that Paragraph 11.7 of the Policy had been amended to read “The requirement for additional information to be supplied would be introduced as part of a phased approach, that included training for all complaint responders and evidence being seen that the training has resulted in fewer complaints made and fewer progressing to a stage 2 investigation”.
It was noted the policy contained a number of exclusions at paragraph 9.3, page 61 of the report, and Members requested that these were expanded in order for complainants to be aware that the complaints process could not be used to complain about formal decisions taken by committee, or those delegated to officers, but it could be used to complain about the process in reaching the decisions. The process could also be used if a contractor or the Council failed to meet the standard set in addition to any complaint made directly to the contractor.
It was questioned whether having faster access to the Ombudsman would be inappropriate as it would be better to resolve in house. It was explained to refine the Stage 1 process, work needed to be done to improve Customer Service. Reassurance was given that this was being carefully monitored. It was noted the Policy would not come into force unless there was a real need.
On page 58 it was questioned whether the Deputy Leader should also be involved in any complaint against the Chief Executive. Also, on the Claim form it was agreed “behaviour” should be included.
It was noted Councillors were governed by the Code of Conduct and therefore only the Leader need be involved in complaints about the Chief Executive.
It was agreed the policy should be reviewed in six months, following training, and as such would be brought back into the Overview and Scrutiny Committee to review. They would assess whether a reduction in the number of complaints had been achieved as well as identifying any impact of training on the numbers and types of complaint received. This would be in advance of any decision to bring the revised Policy into force.
The Corporate Manager for Business Improvement was keen to work with Councillors to identify a process of change in order to capture part of future reporting.
It was agreed a report on “lessons learnt” was to be brought to a future meeting. The report would also try to capture process changes which Members identified as part of their Ward role in helping to resolve issues or informal complaints.
Cabinet recognised the complaints form was an electronic one and if a member of the public did not have access to the internet the Customer Services team would assist. However, Members remained unconvinced, at this point in time, whether the Council could go fully paperless on this issue as members of the public may not wish to come into the office. It was also agreed the comments form be amended to clarify that it could be used to comment on the Council or on behaviours.
In response to a question it was explained guidance was currently being prepared on how to deal with vexatious and persistent complainers to support the policy and as such would form part of Member development and induction training.
By a unanimous vote:
It was RESOLVED:-
(1) That the revised Joint Compliments, Comments and Complaints Policy be agreed.
(2) That the need for customers who wish to complain to the Ombudsman having to request a stage 2 complaint, once the phased approach has been delivered be withdrawn in accordance with paragraph 11.7 of the Policy.
(3) That in consultation with the Council Leader and Cabinet Member, minor amendments to the policy be delegated to the Senior Leadership Team.
(4) That the Policy be reviewed after a period of six months following the completion of training.
Reason for Decision: To improve the Joint Corporate Comments, Compliments and Complaints Policy so that the customer was at the heart of the process with complaints being dealt with effectively leading to more customers being satisfied at all stages of the process for the investigation of their complaints.
Supporting documents: