Agenda item

The Executive Member for Finance and Performance provided an update on complaints statistics on the Local Government and Social Care Ombudsman Annual Review Letter, 1 April 2023-31 March 2024. The Executive Member for Finance and Performance and The Assistant Director for Access Islington and Complaints explained a lot of work had been done to improve the service but there was still more to do, in particular a culture change was required that ensured teams were well trained and not working in silos.

A number of improvements to the service had been made including enhanced governance and safeguards, team member training, a requirement for Head of Service and Director level sign-off of the complaint response at stage 1 and 2, the introduction of directorate complaint improvement plans and a new central complaints team, ensuring independent evaluation.

The importance of understanding the resident’s point of view and providing a good quality response in good time was highlighted and the benefit of using residents feedback to improve services. The Assistant Director for Access Islington and Complaints said he would be in touch with colleagues regarding the complaint raised by the TRA.

The committee raised and discussed the following main points:

·         A committee member asked for assurance that guidance and protocols would be kept up to date and followed by staff. It was explained that although staff were trying their best, they were not always fully trained. It was also sometimes that multiple things were requested, and the response did not answer fully. This would be improved through training and the Directorate Complaint Improvement Plans which would require an assessment of trends in complaints and the development of actions. The Complaints Board would ensure actions were followed up.  

·         Following a question on blue badge complaints it was explained that work was underway with parking services to understand what changes needed to be made. The service had been reorganised and new staff had been engaged to ensure resident assessments were faster and more responsive.

·         Following a question on children, it was explained they would look for the root cause of complaints and there was a dedicated resource to ensure the quality of responses and to prevent escalation.

·         The importance of saying sorry authentically was considered.  

·         A committee member highlighted that a case had received £13,000 in compensation and asked whether there was a different level of consideration given to such a case. They also asked how they could be assured there would not be an increase in complaints due to the current increase in the number of people in temporary accommodation and, what was being done to ensure people weren’t reaching the point of needing to complain. It was explained that cases that went to the Ombudsman and that reached a stage two complaint would be considered by senior leaders who would look at the learning and how to avoid it happening again.  

·         Following a question on timelines it was explained that there was a ten-day deadline to respond to stage one complaints and a twenty day deadline to respond to stage two complaints. The team were currently responding to 98% of complaints within the stage two deadline which had improved significantly on the previous year.

·         In considering the Council’s financial resilience, a member requested to see average compensation amounts and trends in high compensation amounts. It was explained that a sliding scale was used to determine compensation based on Ombudsman guidance. The committee were informed that approximately 85% of complaints were about housing, particularly repairs. A breakdown of the last 5 years could be provided. The chair requested this to include Housing and the Local Government and Social Care Ombudsman. This would be circulated.

·         A committee member asked how vulnerable people were supported to make complaints and how it was ensured people weren’t digitally excluded. It was explained that handwritten complaints were still received and could be dealt with on the phone. There wasn’t additional support to make complaints but it was hoped the call centres and access hubs would help people before there was a complaint.

·         A committee member said it was the responsibility of Adult Social Care to look after the elderly and they should challenge other departments that aren’t forthcoming with support. He asked how the council monitored whether vulnerable people were receiving support. It was explained that as part of the improvements a vulnerability aspect had been included on the complaints form. Residents could include whether they had any particular needs.  

·         The committee considered the effectiveness of the complaints system. Some members felt obligated to use the complaints system because they were not getting a response to their casework queries from some teams within the council. There was concern that departments were considering complaints in their own area and these were not independent evaluations but tick box exercises. The Assistant Director for Access Islington and Complaints requested that any responses like that be forwarded to him as that should not be the case.

·         The committee considered the new case work system for councillors, it was felt the new system was inefficient.

·         A committee member asked what could be expected when the report returned next year. It was hoped that timelines would be at 100% and that there would be far less complaints.

·         The TRA informed the committee that a sincere apology would have helped their frustration but they didn’t feel any empathy from the council.

RESOLVED:

(a)  To note the Local Government & Social Care Ombudsman Annual Review letter 2023-24 dated 17 July 2024.

(b)  To note that, of the 26 cases investigated, there were 22 upheld decisions with the remaining 4 cases not upheld.

(c)   To note that, 5 out of the 22 upheld cases received a satisfactory remedy before the Ombudsman’s involvement.

(d)  To note the 100% compliance with Ombudsman recommendations during the reporting period.