Agenda item

Report of the Chief Executive, Group Director of Operations, Group Director of People and Group Director of Services.

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 2020/21 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 2020/21 a total number of 628 complaints had been received, a decrease from 838 in 2019/20; 309 compliments had been received, an increase from 292 in 2019/20; and 178 comments had been received, an increase from 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 Adult Social Care, Children Social Care and Corporate 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 that had 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.