Decision details

The Leader introduced the report (previously circulating) of the Chief Officers Executive providing Cabinet with the 2023/24 Complaints, Compliments and Comments Annual Reports for Adult Social Care, Children’s Social Care, Corporate, Housing and Public Health (all also previously circulated).

The submitted report stated that in 2023/24 a total number of 746 complaints had been received, an increase from 709 in 2022/23 and 629 in 2020/21, but lower than the pre-pandemic levels of 838 in 2019/20; 231 compliments had been received, an increase from 202 in 2022/23 and 217 in 2021/22 although a decrease from 309 in 2020/21 and 292 in 2019/20; and 77 comments had been received, a decrease from 112 in 2022/23, 127 in 2021/22, 178 in 2020/21 and 168 in 2019/20.

RESOLVED - (a)  That the content of the Adult Social Care, Children’s Social Care, Corporate, Housing and Public Health Complaints, Compliments and Comments Annual Reports, all as appended the submitted report, be noted.

(b)  That the further recommendations, as detailed in the Corporate, Children Social Care and Housing Complaints, Compliments and Comments Annual Reports, as appended to the submitted report, be endorsed. 

REASONS - (a)  To make Cabinet aware of the number and nature of the complaints, compliments and comments received by the Council and the organisational learning.

(b)  To ensure the Council was:

(i)      complying with the Children Act 1989 Representation Procedure (England) Regulations 2006;

(ii)      complying with the Housing Ombudsman’s Complaint Handling Code;

(iii)      complying with the Local Government and Social Care Ombudsmand’s Complaints Handling Code;

(iv)      complying with the Counci’s Complaints, Compliments and Comments Procedure; and

(v)      to improve satisfaction with complaints handling.