Agenda item

The Leader introduced the Report of the Managing Director, Director of Children and Adults Services and Director of Economic Growth and Neighbourhood Services (previously circulated) providing Cabinet with the 2017/18 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 871 complaints had been received during 2017/18; this was the second highest number of complaints that had been received since 2009/10, when the Council started to keep comprehensive records; and that the complaints had primarily resulted from new ways of work aimed at supporting the delivery of the Council’s Medium Term Financial Plan.

RESOLVED – (a)  That the contents of the 2017/18 Complaints, Compliments and Comments Annual Reports for Adult Social Care, Children’s Social Care, Corporate, Housing and Public Health, as appended to the submitted report, be noted.

(b)  That the further recommendation made in the Children’s Social Care Complaints, Compliments and Comments Annual Report, namely that children’s social care staff should work to improve performance against the Stage 1, 2 and 3 timescales, 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 that has taken place as a result.

(b)  To enable the Council to further improve its services as a result of the complaints, compliments and comments received and improve satisfaction with complaints handling.