How we'll improve the way we handle complaints
We know that the way we handle residents’ complaints has not been good enough. We recognise that many of our residents have been frustrated by delays, poor communication or feel that their concerns have not been properly addressed.
We welcome feedback from residents and absolutely believe it is important to be open and transparent about how we deliver services. Complaints highlight where things have gone wrong and where we need to improve.
Unfortunately, before the election in May this year, the Council had received nearly 16,000 enquiries and more than 6,000 complaints, a 20% increase on the previous year.
We are taking this very seriously.
We have inherited a failing system and can see past performance has fallen short, but we are determined to do things differently and are committed to driving the improvements needed to provide residents with a better experience.
This work is already underway.
Our improvement programme focuses on three clear priorities:
- resolving recurring issues so residents do not have to contact us repeatedly
- ensuring responses are timely, thorough and respectful
- using feedback to make lasting improvements to services
We are also making sure that lessons are learned from complaints so that the same mistakes are not repeated.
Each year the Council publishes a report on its performance in respect of the handling of enquiries and complaints, including the feedback provided by the two Ombudsmen – the Local Government and Social Care Ombudsman and the Housing Ombudsman.
The Overview and Scrutiny Committee (OSC) considered the LGSCO annual letter in July and the options for improvement work being developed by officers. In September, they further scrutinised the Council’s performance as set out in the draft Annual Complaints Report, the actions being taken, and an update on the scope and approach to the improvement work. The final report will be presented to Mayor and Cabinet at their November meeting and then published on the Council’s website.
We know that rebuilding confidence will take time. Residents rightly expect high standards from their Council, and we are determined to demonstrate through our actions, not just our words, that we are listening, that we care about resident feedback and that we will act on it.