Decision details

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: 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

Accompanying Documents: