Agenda item

To accept and note the information in the report.

The report was submitted by Cllr Menna Jones.  

DECISION

To accept and note the information in the report.

DISCUSSION

The report was submitted, noting that it was an annual report on complaints and service improvement. It was explained that arrangements had been in place in order to report on the work of the service every six months, but that circumstances over the past years had varied the timing. It was noted that arrangements were now in place for the service to return to submitting reports every six months.

It was expressed that the Service Improvement policy had been updated back in April 2021, and that it complied with the plans of the Welsh Government and the Ombudsman's guidelines. It was highlighted when the policy was updated that the service had moved to the Learning and Development Service within the Corporate Support Department. It was explained that the report provided an overview of the team's work and it was highlighted that the number of complaints had increased substantially this year compared to the last year, but that this was to be seen across Local Government and was not unique to Gwynedd. Attention was drawn to the fact that the number of complaints that reached the Ombudsman had also increased.

It was noted that the figures received from the Ombudsman had been highlighted as realistic and that the Gwynedd complaints procedure worked and that lessons were learnt from every complaint. It was noted that the Service continued to work with the departments in order to change mindsets. It was explained that the majority of departments were prepared and happy to accept complaints, but that changing culture across the Council would take time.  It was highlighted that training in the Customer Care field had been held with the Ombudsman and that training on responding to correspondence was on the way. 

Attention was drawn to the Successes Wall and gratitude were expressed for the comments as they often raised the morale of staff.

Observations arising from the discussion

¾    It was highlighted that the number of complaints to the Adults department had increased substantially but that the report noted that the department dealt with them within seven days and the staff were thanked for responding within the timetable.

¾    Gratitude was expressed for the report and pride was expressed as the Council was using complaints as a way to improve service.

¾    It was noted that a table within the report reflected the fact that a number of complaints were about the lack of response and action and that some departments had received over 10 complaints within this category. It was noted that work was being done with these departments and it was highlighted in the Housing and Property Department that 10 complaints had been presented in 2021/22 for the lack of response and that the first six months of this year highlighted one complaint for the same reasons. It was highlighted that the work being done in the background was coming to fruition and that this year's statistics were incredibly favourable. coming to fruition and that this year's statistics were incredibly favourable.