The Leader introduced the
Customer Feedback and Complaints Service, Corporate Services Annual
Report for 2022-23 and reminded members that the complaints system
was an important part of the councils learning and
The Customer Feedback and
Complaints Manager briefly explained the Corporate Complaints
procedure and the stages involved.
Members were reminded that safeguarding complaints had been
considered by the Safeguarding Overview and Scrutiny (O&S)
It was explained that there was
still a direct phone line to the complaints team for those people
who preferred this to the on-line form or email.
A total of 1216 complaints and
feedback had been received during 2022/23. MP enquiries remained the largest number of
During the debate the following
points were raised:
- Complaints regarding Special Education Needs and Disabilities
(SEND) were considered by the Safeguarding O&S
Committee. The Leader explained the
recent changes in Children and Family service which it was hoped
would improve delays in EHCP processing.
- Lessons were learnt from each complaint and processes reviewed
where necessary. Recent changes in CQC
legislation ensured that lessons resulting from adult social care
complaints were dealt with by a performance group which ensured
improvements were disseminated to appropriate teams.
- It was
acknowledged that publishing increased investment, led to an
increase in complaints. An example was
given of highway investment.
question on the availability of the online app for android phones
was asked. Information was not
available at the meeting but would be provided to committee
had been an increase in the use of the online form but
email remained the most popular form of
line contact, for example through Councillors, was seen as an
important mechanism of highlighting concerns and rectifying issues
before they became complaints. It was noted that complaint numbers
were very low but elected members dealt with a number of issues
which prevented complaints being raised. Refresh training on the complaints process had
been provided for members recently. It
was suggested that this be an annual training event.
customer survey and other service surveys which were carried out
periodically also helped to highlight areas which needed to be
had been a backlog in dealing with insurance claims for highway
damage due to potholes. This was dealt
with by the councils insurance company.
number of complaints which had been signposted to other local
authorities had increased. It was
explained that the Staffordshire
leaders board were considering a ‘single front door’
approach for residents. Lichfield were
to pilot the approach and the results would be reported back to the
- Compliments were received but collection of the information was
reliant on the departments letting the team know.
Members expressed their thanks
to the Complaints team for their care and support provided to
customers when they raised issues against departments.
The Complaints team be thanked for their support and
work undertaken over the past 12 months.
the Complaints process training be included in the
annual Members Training Programme.
Information on the online app working for android
phones be reported to members after the meeting.