Issue - meetings

This Annual Report sets out complaints performance in Brent Council for the period 1 April 2020 to 31 March 2021 and focuses on the nature of complaints and the learning they provide to inform Brent’s future approach to service improvement.  The report also includes details on complaints relating to Adult Social Care and Children’s Social Care, which are governed by separate statutory complaint procedures.

Cabinet NOTED Brent’s performance in managing and resolving complaints as set out in the 2020-21 Complaints Annual Report.

Councillor McLennan (Deputy Leader and Cabinet Member for Resources and Children’s Safeguarding, Early Help and Social Care) introduced a report setting out complaints performance by Brent Council for the period 1 April 2020 to 31 March 2021.  The report included details on complaints performance relating to Adult Social Care and Children’s Social Care which it was noted were governed by separate statutory complaint procedures.

In considering the report Cabinet noted the impact on the volume and complexity of complaints as a result of the pandemic along with the work being undertaken with those services identified as receiving the highest number of complaints, including housing repairs, housing customer experience and neighbourhood management, to review the complaints handling process and address the root causes of the complaints being received.

In thanking officers for their efforts in monitoring and managing complaints performance, members welcomed the report as a means of focussing on the nature of complaints received and learning provided to inform the ongoing approach to service improvement for residents.

Having considered the report Cabinet RESOLVED to note Brent’s performance in managing and resolving complaints as set out in the 2020-21 Complaints Annual Report.