Minutes:
The Corporate Lead Officer,
Policy and Performance presented the information relating to the Council’s
Compliments, Complaints and FOI activity between 1st April 2022 and 31st March
2023. The report itself included specific
information on the number and type of compliments received, the different
complaints stages, performance and outcomes relating to these and information
on compliance with FOI and EIR legislation.
A report detailing the
compliments and complaints activity in relation to Social Services was also
presented, and information about the Lessons Learned as a consequence of
(corporate) complaints was also provided.
The main report consists of a section about the contact received from
the Public Services Ombudsman for Wales (“the Ombudsman”) during the reporting
period. The Ombudsman’s Annual Letter to
the Council was also presented and provided further details about all Ombudsman
activity for Ceredigion, as well as for other Council’s across Wales.
This was the fourth consecutive
report where there had been no Ombudsman investigations commenced or formal
reports issued in relation to complaints made against the Council. Whilst there were fewer Ombudsman referrals
during this reporting year, the Council had a consistently high rate of Early
Resolution/Voluntary Settlements.
It was therefore acknowledged
that challenges remain in relation to the complexity of complaints received, a
general increase in activity surrounding complaints, FOI, Ombudsman referrals
and referrals to the Information Commissioner’s Office (ICO), as well as the
challenges associated with the delivery of the Complaints and FOI Team
itself. These challenges had inevitably
had an impact on the Council’s ability to meet its performance objectives in
relation to prescribed timescales.
In brief it was reported, that:
465 Compliments were received
403 Enquiries were processed by the Complaints
& FOI Service
144 Complaints were received: Stage 1 = 96 Stage 2 = 48
35
‘Contacts’ received via the Public Services Ombudsman for Wales
882 FOI & EIR requests processed by the
Complaints & FOI Service
In summary, it was reported
that:-
•There were significantly more
Compliments received during this reporting period. Improving the way that compliments were
captured remains a piece of work that the Complaints and FOI Team needs to
undertake, but that was being delayed due to capacity constraints.
•The service received a greater
number of enquiries – many of which were either allocated back to the service
areas to resolve pro-actively, or formal responses were required in order to
explain why such matters could not be dealt with under the complaints
procedures.
•It was worth noting that the
number of complaints received by the Council was the third lowest in Wales.
•A great deal of work was needed
to prevent Stage 1 complaints from escalating to Stage 2 unnecessarily on
account that it had not been possible to respond within the prescribed
timescale of ten-working-days.
•Compliance with timescales under
Stage 2 also requires attention, as do the shortcomings in complaints handling
that were referred to the Ombudsman. The
Complaints and FOI Team continues to face challenges in meeting the demands of
rises in the numbers of compliments, complaints, and FOI activity.
•there were fewer Ombudsman
referrals than last year, but the number of Early Resolution / Voluntary
Settlements was the highest in Wales.
•Complaints about Refuse
Collection and Planning matters continue to be the main reasons for complaints;
however, these services were predisposed to attracting complaints and these
must be taken in context with the level of activity undertaken by these two
service areas.
•Compliance with Freedom of
Information (FOI) and Environmental Information Regulations (EIR) timescales
were at the lowest level reported, at 54% and 44% respectively. A great deal of work was being undertaken to
improve on this.
Areas to focus on were:-
•Improving adherence with
timescales prescribed in complaints and FOI/EIR policies/legislation
•Increase the resilience within
the Complaints and FOI Team
•Reinforce the principle that
complaints are owned throughout the Council
•Deliver a comprehensive training
programme on complaints handling
•Improving system for capturing
compliments and data surrounding lessons learned
•Continuing with open,
transparent, and citizen-centred approach to resolving concerns
It was AGREED to note the
contents of this report in advance of its
presentation at the Cabinet meeting
on 7th November 2023.
Supporting documents: