Decision details

Annual report considered by Cabinet.

Reason for deferral from October to December Cabinet meeting: Officers to undertake further work and engagement around the proposals.

RESOLVED:

      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.