Issue - meetings

Report attached.

At its meeting on 6 January 2021, the Adjudication and Review Committee had referred the issue of the Council Complaints Process to the Overview and Scrutiny Board as a possible subject for scrutiny.

A Member stated that Havering was the only London borough with a three stage complaints process and felt that the Board should scrutinise this area to ascertain if the process was fit for purpose.  Other Members agreed, feeling that for example it would be better to try and resolve housing complaints at an earlier stage rather than being dealt with via the corporate complaints process. This would result in a more efficient process and better outcomes for residents.

Members noted the scrutiny checklist which they felt was a useful aid to their work and suggested this could be included as part of the induction material for new Councillors as well as being included in Board agendas going forward as part of the Forward Plan item.

It was suggested that any topic group on the complaints process should be briefed on the numbers of complaints received, the complaints mechanisms in different Council departments and best practice in other Councils.

Following a proposal by Councillor Morgon that was seconded by Councillor Darvill, the Board AGREED unanimously that a topic group on the Council’s complaints policy be established. The scope of the review to be considered by the Board at its next meeting.