Agenda item
Annual Complaints Report 2009/10
The Select Committee requested a briefing note to provide details of the patterns and trends of the complaints made and a profile of the complainants.
Briefing note to follow.
Lead Member and lead officer have also been invited to the meeting to respond to Members’ questions.
Minutes:
Cathy Tyson (Assistant Director – Policy and Regeneration Unit) introduced the briefing note and stated that Corporate complaints had fallen from 2006/07 onwards until 2009/10, when a slight increase had been recorded. This was mainly due to a significant increase in Stage One complaints in respect of the Revenue and Benefits Service. This was partly attributable to a significant increase in new or change in circumstance cases because of the economic downturn. Complaints referred to the Local Government Ombudsman (LGO) had similarly fallen over recent years and the same number had been referred to the LGO in 2009/10 as had been the previous year. As in the previous two years, no formal complaints had been issued by the LGO and just seven complaints resulted in local settlements, a rate of 11 per cent compared to the National Average of 26.9 per cent and the second lowest overall amongst London boroughs. Cathy Tyson drew Members’ attention to Equalities data in respect of complaints and advised that many complainants chose not to provide such information. Members noted that mapping was currently underway to identify the source of complaints by postcode.
During Members’ discussion, Councillor Van Kalwala enquired how the Equalities data was used, stating that it was important that such information was collected and he enquired whether different approaches were being considered to increase the number of respondents and whether the Call Centre asked for such information. He felt that it was particularly important to obtain ethnicity details of complainants in view of the Borough’s wide ethnic diversity. Councillor Van Kalwala also enquired whether a translator service was available in respect of Child Care complaints. Councillor Hirani suggested that the Equalities data section be placed at the front of the complaints form to increase the response rate. Councillor B M Patel asked in what form the majority of complaints were submitted and why was it important to obtain ethnic details of a complainant.
The Chair enquired about the nature of complaints in respect of housing repairs and he asked to be provided with more information in respect of this. He also sought further details with regard to restructuring in the Housing Benefits Service.
In reply to the issues raised, Cathy Tyson advised that the Council was obliged to request Equalities data from complainants, although few actually provided this and such information needed to be used sensitively. In addition, many complaints were received by letter or e-mail rather than through the Complaints Form. Cathy Tyson advised that a number of different measures were being considered to increase Equalities information response and Members noted that the Equalities section was in the form of a tear off slip on the Complaints Form in order to mitigate concerns from residents that the information might be used as part of the complaint’s assessment. Another measure that could be considered was to request Equalities data from complainants after the complaint had been resolved. Members noted that the Call Centre would not seek Equalities information from complainants. Cathy Tyson advised that it was important to obtain such data as there were concerns that some ethnic groups were not accessing the complaints process as much as others, particularly as some Service Areas used by specific ethnic groups were not submitting a proportionate amount of complaints. Members noted that most complaints were submitted in written form. Cathy Tyson advised that Child Care complaints were handled under a separate process and a translator service was available for complaints of this nature.
In respect of housing repair complaints, Cathy Tyson advised that most involved the quality of work or delays to repairs and she agreed to provide the Chair with more information on this. Members heard that the restricting of the Housing Benefits Service focused on making customer contact more direct and speeding up the whole process. This involved ensuring that the customer was in contact with the most relevant officer at the earliest stage. Cathy Tyson added that although there being more claimants partly explained why complaints had increased, most appeals were not being upheld and there was not an increase in the number of claimants being incorrectly assessed. However, this area would continue to be monitored.
RESOLVED:-
that the briefing note on the Annual Complaints Report 2009/10 be noted.
Supporting documents: