Minute 515 (Cabinet Agenda Item No. 7 refers)

Referred direct to all three Scrutiny Committees and called-in by Councillors Cox and Davidson

Appendices B and C to the report referred only to the People Scrutiny Committee

The Committee considered Minute 515 of the meeting of the Cabinet held on 3 November 2020, which had been referred directly to each of the three scrutiny committees and called-in, together with a report of the Chief Executive that provided performance information about comments, complaints and compliments received across the Council for 2019/20.

Resolved:

That the following decisions of the Cabinet be noted:

“1. That the Council’s performance in respect of comments, complaints, and compliments for 2019/20, be noted.

2. That the matter be referred to all three Scrutiny Committees (Appendix B and C to the submitted report referred to the People Scrutiny Committee only).

3. That authority be given to make the changes to the corporate Comments, Complaints and Compliments policy as set out in Section 4.3 and appendix A to the report.”

Note: This is an Executive Function

Cabinet Member: Councillor M Terry

Minute 515 (Cabinet Agenda Item No. 7 refers)

Referred direct to all three Scrutiny Committees and called-in by Councillors Cox and Davidson

The Committee considered Minute 515 of the meeting of the Cabinet held on 3 November 2020, which had been referred directly to each of the three scrutiny committees and called-in, together with a report of the Chief Executive that provided performance information about comments, complaints and compliments received across the Council for 2019/20.

In response to a question concerning the number of COVID-19 positive individuals currently resident at care homes within the Borough, the Cabinet Member for Health and Adult Social Care agreed to liaise with the Director of Public Health to ascertain whether it would be possible for such information to be provided to members of the Committee.

The Cabinet Member for Health and Adult Social Care advised the Committee that a presentation on the impact of the COVID-19 pandemic on the local care home and residential learning disability sectors, was to be made to the Health and Adult Social Care Working Party in January 2021, which would subsequently be made available to all members of the Council.

Resolved:

That the following decisions of the Cabinet be noted:

“1. That the Council’s performance in respect of comments, complaints, and compliments for 2019/20, be noted.

2. That the matter be referred to all three Scrutiny Committees (Appendix B and C to the submitted report referred to the People Scrutiny Committee only).

3. That authority be given to make the changes to the corporate Comments, Complaints and Compliments policy as set out in Section 4.3 and appendix A to the report.”

Note: This is an Executive Function

Cabinet Member: Councillor M Terry (overarching), Councillor T Harp (Appendix B) and Councillor A Jones (Appendix C)

Minute 515 (Cabinet Agenda Item No. 7 refers)

Referred direct to all three Scrutiny Committees and called-in by Councillors Cox and Davidson

The Committee considered Minute 515 of Cabinet held on 3^rd November 2020, which had been called-in and referred direct to Scrutiny, together with the report of the Chief Executive that provided performance information about comments, complaints and compliments received across the Council for 2019/20.

Resolved:

That the following decision of Cabinet be noted:

“1. That the Council’s performance in respect of comments, complaints, and compliments for 2019/20, be noted.

2. That the matter be referred to all three Scrutiny Committees (Appendix B and C to the submitted report referred to the People Scrutiny Committee only).

3. That authority be given to make the changes to the corporate Comments, Complaints and Compliments policy as set out in Section 4.3 and appendix A to the report.”

Note: This is an Executive Function

Cabinet Members: Cllr Terry (overarching), Cllr Harp (Appendix B) and Cllr Jones (Appendix C).

Report of Executive Director (Legal and Democratic Services)

The Cabinet considered a report of the Chief Executive providing performance information about comments, complaints and compliments received across the Council for 2019/20.

Resolved:

1. That the Council’s performance in respect of comments, complaints, and compliments for 2019/20, be noted.

2. That the matter be referred to all three Scrutiny Committees (Appendix B and C to the submitted report referred to the People Scrutiny Committee only).

3. That authority be given to make the changes to the corporate Comments, Complaints and Compliments policy as set out in Section 4.3 and appendix A to the report.

Reason for Decisions:

To ensure the Council continues to have transparent and effective complaint procedures and utilises feedback from customers to good effect.

Other Options:

The Council is required by legislation to produce a report regarding social care statutory complaints and Local Government and Social Care Ombudsman complaint outcomes. Reporting on the efficacy of a complaint processes is best practice. While the content of the reports is not prescribed, reporting itself is obligatory.

Note: This is an Executive Function

Referred direct to: All three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)

Cabinet Members: Cllr Terry (overarching), Cllr Harp (Appendix B) and Cllr Jones (Appendix C)

The Cabinet considered a report of the Chief Executive providing performance information about comments, complaints and compliments received across the Council for 2019/20.

Resolved:

1. That the Council’s performance in respect of comments, complaints, and compliments for 2019/20, be noted.

2. That the matter be referred to all three Scrutiny Committees (Appendix B and C to the submitted report referred to the People Scrutiny Committee only).

3. That authority be given to make the changes to the corporate Comments, Complaints and Compliments policy as set out in Section 4.3 and appendix A to the report.

Reason for Decisions:

To ensure the Council continues to have transparent and effective complaint procedures and utilises feedback from customers to good effect.

Other Options:

The Council is required by legislation to produce a report regarding social care statutory complaints and Local Government and Social Care Ombudsman complaint outcomes. Reporting on the efficacy of a complaint processes is best practice. While the content of the reports is not prescribed, reporting itself is obligatory.

Note: This is an Executive Function

Cabinet Members: Cllr Terry (overarching), Cllr Harp (Appendix B) and Cllr Jones (Appendix C)

Referred direct and called into: All three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)