The Head of Information Management presented the report.

·       The number of complaints received for the reporting period is 1717. For the same period last year, the figure was 1562, therefore the reporting period represents an increase of 155 complaints received (10%)

·       During the reporting period, 47% of complaints were upheld. This is an increase compared to the same period last year, which identified 39% of complaints as upheld.

·       Waste and Housing repairs have the highest upheld complaints. The Waste Service has not been able to provide a consistent garden waste bin collection service. Storm Eunice affected housing repairs, shortage of materials and an increase in damp and mould complaints.

Jasdip Nijjar queried how the Council ensures learning is embedded.

The Head of Information Management confirmed that every complaint that is upheld has learning and this is tracked. With Adult Social Care complaints they have a contact in the Adult Social Care Commissioning team who will as part of their visits check that the learning is embedded.

Members queried how Local Authorities are selected for benchmarking. The Head of Information Management responded that it can be hard to get responses from Councils, it is just whoever answers.

The meeting discussed members enquiries. The Interim Director of Legal and Governance and Monitoring Officer stated that a piece of work is being completed on Members enquiries so they can track the status of enquiries. A Members Enquiries Protocol is also likely to be introduced.

The Interim Director of Legal and Governance and Monitoring Officer highlighted that the Head of Information Management is providing an overview of complaints, Members can do a deep dive into certain areas and if more information is needed members can ask the Director to attend the Committee and provide more information.

Members expressed interest in seeing the numbers of complaints broken down by ward.

RESOLVED:

1.1  That Standards and Audit Committee consider and note the report