2017/18 Annual Complaints Report
Decision Maker: Cabinet
Decision status: Recommendations Approved
Is Key decision?: Yes
Is subject to call in?: Yes
Annual report considered by Cabinet.
Reason for deferral from October to December Cabinet meeting: Officers to undertake further work and engagement around the proposals.
i. Cabinet noted Brent’s performance in managing and resolving complaints.
ii. Cabinet reviewed progress in 2017/18 with the eight agreed recommendations from the previous annual report in 2016/1, noting that the report which had been developed into a Complaints Service Team Action Plan, would seek to focus on the following in the year ahead:
· Ongoing monitoring of corrective actions to help ensure promises to put things right were kept
· Monitoring of the root cause of complaints and supporting service areas to improve complaints hotspots
· Improving the quality of complaints handling through training, quality checks and support to service areas.
Reason Key: Affects more than 2 wards;
Wards Affected: (All Wards);
Contact: Irene Bremang, Head of Performance & Improvement Email: firstname.lastname@example.org Tel: 020 8937 1822.
Report author: Irene Bremang
Publication date: 10/12/2018
Date of decision: 10/12/2018
Decided at meeting: 10/12/2018 - Cabinet
Effective from: 19/12/2018