Issue - items at meetings - Annual Report on complaints and Compliments

44.1 The Standards and Complaints Manager Brian Foley introduced the Annual Report and pointed to an overall reduction in the level of complaints. He said there was evidence that responses were helping to identify areas for service improvements and teams are actively learning from complaints and compliments. Training where necessary for individuals/ teams on the use of the formal complaints procedure was one means being used to do this.

44.2 A consistent theme was communication with the customer; individual cases showed that there is still scope to improve generally in some areas.

44.3 Members queried the increase in complaints about Housing and Social Inclusion (Table paragraph 3.8). The high numbers of people placed in temporary accommodation (flagged red in the LAA report) was questioned and whether there may be a link with the changes to allocations, where homeless people are now placed in Band C. Further information would be provided (report paragraph 3.21 refers).

44.3 The Commission asked about complaints from residents regarding meeting the Decent Homes Standard (report paras 3.26, 3.27 and 3.28) and repairs to bathrooms and kitchens in particular; also about the number of compliments received which may appear relatively low. The Standards and Complaints Manager said a helpful leaflet, produced in conjunction with residents was now being used and Members welcomed this. Compliments received from routine feedback – from Housing or for example from the Library Service - would generally not be recorded by the Complaints Team, he stated.

44.4 It was suggested that Ward Members, who have been contacted by residents on Decent Homes, should be able to give their views on the main issues raised and that the matter be referred to ASCHOSC. Councillor Ken Norman, ASCHOSC Chair supported the referral and the Commission agreed.  An update would be provided for OSC Members.

44.5 The Standards and Complaints Manager answered queries on the pattern of complaints about City Infrastructure. He confirmed that complaints during the spells of bad weather in the winter 2010-2011 – amounting to hundreds of e-mails during just a few days - had not been placed on the complaints system, but they were summarised for the ensuing Scrutiny Review.

44.6 The Chair Councillor Gill Mitchell thanked the officers for a thorough, varied and interesting report.

44.7 RESOLVED that complaints from residents regarding the Decent Home Standard be referred to ASCHOSC.