Issue - meetings

The Customer Service, Standards and Complaints Manager presented the report for the Committee to consider and provide feedback on the revised Complaints, Comments and Compliments Policy (CCC Policy).

As explained at the previous Committee meeting, the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman (HO) had undertaken a consultation in November 2023 with a view to align both requirements for Local Authorities to respond to complaints effectively and fairly from the 1^st April 2024.  The Council had participated in the consultation and had provided information.  The purpose of this new Joint Complaint Handling Code was to enable resolution of complaints from individuals quickly, and to use the data and learning from complaints to drive improvements.

The Senior Leadership Team had been updated and the policy had been amended to incorporate both the LGSCO and HO to comply with, strengthen and clarify the requirements.  The policy submitted was for the Committee to comment on and confirm pre-approval.  The Customer Service, Standards and Complaints Manager was seeking pre-approval as the intent was for the policy to be implemented from the 1^st April 2024 to ensure a full year’s first report and a self-assessment be submitted to the Ombudsman and be made available to the public at the end of 2024/2025.  While the LGSCO does not specify the need for a submission before 1^st April 2025, the Council did not want two codes in effect so have chosen to implement the new policy from the 1^st April 2024.

The Customer Service Standards and Procedures would be updated and aligned to the policy, which may impact internal service area procedures.  The Senior Leadership Team and Service Managers had been updated and an overview would be delivered to all key Officers over the next few weeks; the removal of the informal complaints process would impact the Complaints Officer if an understanding of the policy requirements and the definitions of the service were not understood.

Service areas needed to ensure customers had the opportunity to make a complaint, and services must not look at the potential increase of complaints as a negative – it was to improve the services the Council provided.

The Customer Service, Standards and Complaints Manager referred the Committee to the amended and existing policies and the list of changes made in the provided document.  The Chair noted this was an extended report and thanked the Customer Service Team for their work.

Moved by Councillor Rita Turner and seconded by Councillor Vicky Wapplington

RESOLVED that the policy review be noted.