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 2021/22 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 2021/22 a total number of 739 complaints had been received, an increase from 628 in 2020/21, but lower than the pre-pandemic levels of 838 in 2019/20 and 825 in 2018/19; 217 compliments had been received, a decrease from 309 in 2020/21, 292 in 2019/20 and 280 in 2018/19; and 127 comments had been received, a decrease from 178 in 2020/21, 168 in 2019/20 and 240 in 2018/19.
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 Children Social Care, Housing 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 ensure the Council is complying with the Children Act 1989 Representation Procedure (England) Regulations 2006, it complaints, compliments and comments procedures and to improve satisfaction with complaints handling.