Decision details

The Cabinet Member with the Resources Portfolio introduced the report of the Chief Executive, Group Director of Operations, Group Director of People and the Group Director of Services (previously circulated) providing Cabinet with the 2022/23 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 2022/23 a total number of 709 complaints had been received, a decrease from 739 in 2021/22, an in increase from 629 in 2020/21, but lower than the pre-pandemic levels of 838 in 2019/20; 202 compliments had been received, a decrease from 217 in 2020/21, 309 in 2020/21 and 292 in 2019/20; and 112 comments had been received, a decrease from 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 Corporate Complaints, Compliments and Comments Procedure;

                                   (iv)      complying with the Housing Complaints, Compliments and Comments Procedure; and

                                     (v)      to improve satisfaction with complaints handling.