Issue - meetings

This report provides an overview of complaints received by the Council during the period April 2015 to March 2016. High level data for the past 3 years has been included where available for the purpose of comparison.  Departmental/service area analysis has been provided for the 2015 – 2016 operational year (based on the current structure). 

1.    Cabinet noted and considered the Council’s performance in managing and resolving complaints.

2.    Cabinet noted the actions being taken to improve response times to complaints and reduce the number of complaints which escalate to stage 2 (final review).

3.    Cabinet noted the ongoing measures to improve services as a results of complaints and improve the customer experience

Councillor Margaret McLennan, Deputy Leader, introduced the report  stating that the report provides an overview of the complaints received by the Council during the period April 2015 to March 2016.

She stated that high level data for the past 3 years has been included where available for the purpose of comparison. She stated that departmental/service area analysis has been provided for the 2015 – 2016 operational year (based on the current structure). 

She informed Members that complaints concerning the Adult Social Care and Children and Young People departments come under separate statutory complaint procedures and are therefore provided as separate analysis reports in appendices A and B respectively.

Members noted and welcomed the positive feedback about Brent staff in the report.

Councillor McLennan encouraged Cabinet Members to attend the Member Learning and Development session the following day on Improving Residents’ Experience.

RESOLVED:-

1.    Cabinet noted and considered the Council’s performance in managing and resolving complaints.

2.    Cabinet noted the actions being taken to improve response times to complaints and reduce the number of complaints which escalate to stage 2 (final review).

3.    Cabinet noted the ongoing measures to improve services as a results of complaints and improve the customer experience