Issue - meetings
Update on Corporate Complaints
Meeting: 24/11/2016 - Adjudication & Review Committee (Item 27)
27 Update on Corporate Complaints 
PDF 193 KB
Report attached.
Additional documents:
- Appendix 1 - Qtr2 Performance stats Complaints, item 27
PDF 1 MB
- Appendix 2 - Qtr2 Audit Comparison, item 27
PDF 249 KB
Minutes:
The Committee received a report on complaint handling performance across all Council services.
The Corporate Complaint Policy and Procedure had been introduced on 1 April 2015. As part of the new policy, it had been agreed that turnaround times should be increased from 10 days to 15 days. It had been further agreed that the percentage of cases responded to within the time be increased from 90% to 95%.
During the period July to September 2016 the Council had received 519 Stage 1 complaints, 99% of which were responded to within 15 days. The council also received 82 requests for escalation to Stage 2 of the process, 96% of them being dealt within 20 days.
The Committee:
1. Noted the Corporate Complaints performance Statistics for Quarter 2 (July – September 2016);
2. Noted the updated results following the Quarter 2 Audit of complaints: and
3. Noted the decisions taken by both the Local Government and Housing Ombudsman throughout the quarter.