Issue - meetings

This report provides an overview of complaints received and investigated by the Council under the Corporate Complaints procedure and by the Local Government Ombudsman. Depending on their nature, some adult social care and children and family-related complaints come under the corporate procedure while others are subject to separate procedures governed by legislation.  Complaints that were dealt with under the separate statutory procedures are covered in two further annual reports attached as appendices A and B.

that the report be noted.

Councillor Butt (Leader of the Council) introduced the report from the Director of Strategy, Partnerships and Improvement which provided an overview of complaints received and investigated by the council under the Corporate Complaints procedure and by the Local Government Ombudsman. He stated that generally the report was positive with the number of complaints falling. The Director of Strategy, Partnerships and Improvement added that progress was being made and pointed to the council now being among the best local authorities in dealing with complaints with in only nine cases (12%) did the Ombudsman ask for action to be taken to resolve a complaint compared to the London average of 27%. The Director also drew attention to a fall in the level of compensation awards due to complaints being dealt with more efficiently at the first stage. Councillor Butt thanked the Complaints Team and the Brent Housing Partnership for their efforts.

RESOLVED:

that the report be noted.