Issue - meetings

Report and appendices attached.

The data presented showed a considerable improvement in quarter 4 (Q4) results for complaints. Changes t corporate timescales had led to a reduced performance on stage 2 complaints in February 2019 but this had recovered in March to 93%. This new way of working allowed more time for a complaints investigation.

There had been a rise in the number of statutory complaints received fir both adults and children’s social care. Whilst response times had improved from 49% to 63% a revised method of managing these complaints was being considered.

Officers felt that the rise in adult social care complaints had been principally due to issues relating to the Allied Healthcare company failing nationally as a company. Other providers supported adult social care in taking on care packages that Allied Healthcare were no longer able to provide. One alternative provider in particular took on a significant number of new packages resulting in an increase in issues such as late or missed calls. The issues that emerged were dealt with they become known, however the service did see an increase in complaints as a result.  The Director of Adult Services added that she regretted the poor quality experienced by residents during this period. A Member thanked the director for her work to deal with the Allied Healthcare situation.

Most children’s services complaints related to service standards and issues around social worker behaviour. Of the four stage 2 complaints received, two had now been resolved and two were ongoing. Officers would provide a breakdown of complaints by area of Havering and this could be included within a future annual report to the Committee.

Only one Ombudsman complaint had been upheld with a penalty. There had also only been one stage 3 corporate complaint in the period under review and this had not been upheld. Only 7 of 64 corporate complaints referred to the Ombudsman had been upheld.

The Committee noted the report.