Issue - decisions
2017/18 Annual Complaints Report
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.