Agenda item

The report was accepted.

The item was presented by Cllr Nia Jeffreys.

DECISION

The report was accepted.

DISCUSSION

The report was presented, noting that it reported on the complaints procedure within the Council.  It was explained that the Council had a specific procedure that was updated in April 2021. It was noted that when the procedure was revised, amendments had been made and the procedure was now under the Corporate Support Department.

It was stated that the reported noted the formal complaints the Council had received together with the complaints submitted to the Ombudsman.  It was emphasised that the Council used complaints to improve services and to see the trends across the departments.  It was highlighted that the number of complaints had increased, and this was seen across Local Government. Although the numbers had risen, it was noted that the number of complaints to the Ombudsman had remained consistent.

It was explained that the Ombudsman had noted that the complaints figures submitted by the Council appeared to be realistic, that the procedure was working and the Council was obviously willing to learn lessons from the complaints. It was emphasised that there was room for improvement and a need to ensure the mindset that complaints were positive and a means to improve a service and central to the service's work. It was explained that training was currently being formulated on customer care jointly with the Ombudsman and will be held in October.  

Attention was also drawn to the Successes Wall (Wal Llwyddiannau) that highlighted the public's appreciation and displayed services at their best. 

Observations arising from the discussion

¾    The Head of Department added that the report highlighted the progress made, however, there was a need to continue to build upon this progress.   

¾    It was noted that the Ombudsman's statistics included official and unofficial complaints and the number of complaints were considered to be realistic.  It was stated that by presenting the figures in full that the Council was being completely open.  

¾    It was expressed that the department had noted 41 complaints during the first five months of this year, and the number appeared to be low and it was asked if the Council caughtvery complaint.  It was explained that the Council was eager to receive complaints and sought to be open by receiving complaints through various ways, and therefore reached a high number of individuals. 

¾    Concerns were highlighted that the Council did not catch every complaint and it was asked if Councillors’ complaints were included in these numbers. It was noted that there was a need for Cabinet Members to be drawn into complaints so that they were aware of them earlier in the process.

¾    It was emphasised that the Ombudsman's letter noted that this year had been a totally different one and therefore there was a need to take this into consideration when discussing this item.