Decision details

RESOLVED that:

6.1         The Council and BHP’s performance in managing and resolving complaints be noted;

6.2         The following specific recommendations be noted and agreed:

Root cause of complaints

a.         Work with service area and departmental management teams to review key service delay/failure hotspots and develop improvement plans.

b.         Develop a tailored training plan on communication and staff behaviours to be implemented in priority service areas across the Council.

c.         Support the new Housing Management Service during the redesign of the repairs process by feeding in the lessons learned from complaints.

Decision making and outcomes

d.         Review LGO referrals and identify any future opportunities for early resolution and minimisation of premature LGO referrals.

e.         Review our internal approach to complaint decisions, corrective actions and compensation in light of LGO outcomes in 2016/17.

Complaint handling and monitoring

f.          Continue to improve internal processes and working arrangements with service managers to increase the timeliness of Stage 2 responses.

g.         Work closely with the Housing Management Service management team to establish a new and effective complaints process and implement improved working arrangements to manage Stage 2 complaints

h.        Implement a weekly Corrective Actions Tracker for all departments to monitor the timely completion of agreed remedial actions

6.3         The fact that BHP had been reported as a separate organisation for the purposes of this annual report for 2016/17 be noted.