Venue: Virtual Meeting
Contact: Annes Siôn 01286 679490
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APOLOGIES Additional documents: |
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DECLARATION OF PERSONAL INTEREST Additional documents: Minutes: No declarations of personal interest were received. |
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URGENT MATTERS Additional documents: |
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MATTERS ARISING FROM OVERVIEW AND SCRUTINY Additional documents: |
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MINUTES OF THE MEETING HELD ON 9 MARCH 2021 PDF 243 KB Additional documents: Minutes: The Chair accepted
the minutes of the meeting held on 9 March 2021 as a true record. |
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THE COUNCIL'S COMPLAINTS AND SERVICE IMPROVEMENTS PROCEDURE PDF 288 KB Cyflwynwyd gan: Cyng/Cllr. Nia Jeffreys, Cyng/Cllr. Dilwyn Morgan and Cyng/Cllr. Dafydd Meurig Additional documents:
Decision:
I.
To adopt a new
complaints procedure for the Council in accordance with Appendix 1.
II.
To designate the Head
of Corporate Support as the Responsible Officer.
III.
To accept the annual
reports and the Ombudsman's Annual Letter. Minutes: The report was submitted by Cllr Dafydd Meurig DECISION
I.To
adopt a new complaints procedure for the Council in accordance with Appendix 1.
II.To
designate the Head of Corporate Support as the Responsible Officer. III.To accept the annual reports and the Ombudsman's
Annual Letter. DISCUSSION The report was submitted noting that there
were many elements to the report. The complaints element of the Adults Department was highlighted, noting that it was standard to submit an annual
complaints report. It was expressed that there were two
steps for complaints, namely a local resolution and then a full
investigation. It was emphasised
that the department was learning lessons following each complaint and using
them to improve the service. It was added that although the report focused on complaints, it also acknowledged the good work being
done within the department with a specific section in the report highlighting
the good comments that had been received. The Monitoring Officer noted that the first recommendation in the report asked
the Cabinet to adopt a new complaints procedure, emphasising that this procedure was specific for corporate
complaints. It was expressed
that the Public Services Ombudsman for Wales Act 2019 introduced a statutory basis for the complaints
arrangements of public service providers in Wales. It was added that the model reflected the procedure that had been adopted
by the Council in 2014, and so only
minor changes would need to be done. It was also reiterated that the Monitoring Officer would step back and that
the Head of Corporate
Support Department would be
designated as the Responsible
Officer. Observations arising from the discussion ¾ The need for an implementation
timetable was noted. ¾ It was expressed that the Children and Supporting
Families Department had prioritised complaints. It was added that they
had placed emphasis on providing information about how to complain
to residents and offering a hand-holding service for residents
who complained in order to give
individuals full support. It was highlighted that the number of complaints in step 1 had arisen as a result of the department recording each enquiry it received. It was elaborated that the department received a quarterly comprehensive report and analysed the complaints in order
to improve the service. ¾
The Head of Corporate Support Department noted that a reduction had been seen in
complaints, but now, there was a measure in place
to measure how many days it took
to deal with a complaint. Furthermore, it was explained that it took approximately 7 days to deal with
a complaint. ¾ In terms of the comment on clause 7.3 of the report on complaints in the Adults field, it was asked why action on the Ombudsman's recommendations had been delayed when the main recommendations falling on the Council were to apologise and remind staff of the importance of assessments. The officer noted that she did ... view the full minutes text for item 6. Awdur: Morwena Edwards, Iwan Evans and Geraint Owen |
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GWYNEDD SUSTAINABLE VISITOR ECONOMY PRINCIPLES PDF 379 KB Cyflwynwyd gan: Cyng / Cllr. Gareth Thomas Additional documents: Decision: To agree to the Gwynedd Sustainable Economy Principles in
draft form to commence a consultation process with the residents and businesses
of Gwynedd. To agree to continue discussions on a structure for the
future implementation of the principles with Snowdonia National Park and any
other relevant partner. Minutes: The report was submitted by Cllr Gareth Thomas. DECISION To agree to the Gwynedd Sustainable Economy Principles
in draft form to commence a consultation process with the residents and
businesses of Gwynedd. To agree to continue discussions on a structure for
the future implementation of the principles with Snowdonia National Park and
any other relevant partner. DISCUSSION The report was submitted,
noting the decision, and emphasising that the principles were in draft
form, in order to begin consulting with residents and businesses.
It was reiterated that the
Covid-19 period had reinforced
the need to create principles in the Tourism field. It was noted that the main principle was to create a Visitor Economy for the benefit and well-being of the people of Gwynedd. An explanation was given of the discussions that had been held to create
the draft principles, which included workshops with members, discussions with Visit Wales and the tourism sector. It was added that further
discussions would be held during the consultation period. Observations arising from the discussion ¾
It was expressed that this step was an important step to create a new
relationship within the field. ¾
It was noted that this work was all important as this was such an
important field for the area. ¾
It was explained that the principles were good and clear, but that it
was essential that communities, and not just businesses, were involved in the
discussion. The need for the discussions to be held with communities on the
basis of the 13 highlighted areas was added, as the needs of each area would be
completely different. It was emphasised that the discussions needed to be held
jointly between communities and the businesses so that the dialogue was
created, as well as to share experiences. ¾
It was expressed that a Summit would be held in the autumn, which would
include businesses and communities where it would be possible to present the
principles in their final form and to create actions. ¾
Support was shown to the principles, as there was a need to ensure that
there was benefit to the community through tourism. ¾
It was emphasised that each area would be a part of the discussion, and not the communities where there was a high number of tourism. Awdur: Roland Evans |