Council Complaints Performance Report for 2023-24
Perth and Kinross Council · 20 November 2024
Back to Scrutiny and Performance Committee — 20 November 2024 and its agenda
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PERTH & KINROSS COUNCIL Scrutiny & Performance Committee 20 November 2024 COUNCIL COMPLAINTS PERFORMANCE REPORT FOR 2023-2024 Report by Strategic Lead - Finance and Business Support (Report No. 24/ 314) 1. PURPOSE 1.1 The purpose of this report is to provide assurance that the Council has an adequate and effective Complaints Handling Procedure in place, and to advise the Committee of work undertaken to improve our performance in relation to the Council’s handling of and response to complaints. 1.2 This report also satisfies public performance reporting requirements in accordance with the Scottish Public Services Ombudsman’s performance measures for local authorities. 2. RECOMMENDATIONS 2.1 It is recommended that the Scrutiny and Performance Committee: (i) Considers and comments on this report; and (ii) Notes that the performance of the Complaints Handling Procedure will continue to be monitored and reviewed throughout the year. 3. STRUCTURE OF REPORT 3.1 This report is structured over the following sections: • Section 4: Background/Main Issues • Section 5: Improvement Activity • Section 6: SPSO Performance • Section 7: Learning from Complaints • Section 8: Conclusion • Appendices 1-3 4. BACKGROUND / MAIN ISSUES 4.1 We are committed to providing high quality services but on occasions things can go wrong and residents are unhappy with our services.
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4.2 A complaint is defined under the Complaints Handlers Procedure (CHP) as: “An expression of dissatisfaction by one or more members of the public about the local authority's action or lack of action, or about the standard of service provided by or on behalf of the local authority.” 4.3 The CHP details our two-stage process in full, however, in brief. Stage One: We aim to resolve complaints quickly, and as close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem. Stage Two: Investigations for escalated stage one complaints, dealing with those complaints that have not been resolved at Stage one. In addition, complaints that are complex in nature and require detailed investigation and therefore not suitable for stage one of the process. Where an individual remains dissatisfied with the outcome at Stage 2 then they have recourse to the Scottish Public Services Ombudsman (SPSO). The Council’s CHP is considered to be appropriate and effective; its performance is within acceptable limits and is in line with the SPSO requirements for a complaints process. It is the same model which is in operation across all Scottish Local Authorities and other Public Bodies. The CHP can be viewed at this link Complaints Handling Procedure. 4.4 This report covers the reporting period 2023-2024. 4.5 During 2023-2024 there were 1,981 complaints recorded and processed at Stage 1 and Stage 2 of the CHP. This represents a slight increase on the 1,944 complaints recorded last year and which is in line with a general trend across Scotland. It should be noted that the number of complaints recorded in a year is greater than the number of those complaints actually processed and completed within the year, due to some cases being withdrawn or not being finalised within the reporting year. The number of complaints closed in 2023- 2024 was 1,834. 4.6 The average response times for the year have increased slightly at both Stage 1 and Stage 2 when compared to 2022-2023. Stage 1 average of 6.1 days (Scottish National Average 9.4 days). Stage 2 average of 28 days (Scottish National average 22.9 days). (See Appendix 1). An analysis of a sample of these cases indicates this can be due to the availability of staff and customers, increasing complexity of issues, and delays in agreeing with the customer the scope of the investigation. It should also be noted that across the organisation an increased demand in service requests have also been received.
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4.7 In summary, of the 1,981 complaints recorded in 2023-2024: • 1,764 (89%) complaints were handled at Stage 1. • 158 (8%) of complaints were escalated from Stage 1 to Stage 2. • 59 (3%) complaints were handled directly at Stage 2 in the first instance. • 66 complaints were withdrawn. • 81 complaints were still ongoing at the end of the reporting year (31 March 2024). • On average Stage 1 complaints were responded to within 6.1 working days. • On average, Stage 2 complaints were responded to in 28 working days. • The SPSO issued one decision notice for Perth & Kinross Council in relation to Stage 2 complaints which were referred to them for review in the period covered by this report. (See Section 5 and Appendix 2). 5. IMPROVEMENT ACTIVITY 5.1 The Corporate Complaints Group, which is made up of a number of staff who deal with complaints across the services continued to meet throughout the year. Monitoring of complaints activity, reporting and themes raised within complaints are carried out both at an organisational and Service level. 5.2 The Transformation & Change programme as it relates to complaints is complete leading to several planned improvements. From April 2024 there is now a central complaints team that carries out all Stage 2 investigations and leads on complaints work across the Council. This ensures that the Council has an efficient, consistent and resilient process to independently investigate and resolve complaints as swiftly as possible and this changed structure aims to ensure improved consistency and performance across the Council. 5.3 By consolidating complaints handling resources into a single functional area, efficiencies will be achieved in the time taken to investigate complaints, specifically stage 2 complaints, due to the specialist knowledge of these staff in the processes of handling these complaints and communicating with complainants. In addition, it creates a further opportunity to offer specialist support and guidance to front line, operational staff involved in complaints handling and resolution. 5.4 A key focus going forward will be trend analysis and reduction of repeat complaints. Strategic business intelligence reports are being developed for all service areas, offering summarised insights on complaint volumes and trends across different service areas. The reports aim to identify the most useful information and provide an insight into complaints received to help services target areas of concern and drive improvements in their respective areas. 5.5 When available, the performance from April to September 2024 will be published on our website. An Elected Member Briefing session will be arranged to communicate and discuss the 6-month performance. This will be based on the new organisational structure and will evidence some of the improvements noted above.
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5.6 A number of complaints handling improvements actions have been identified to enhance current performance and the plan is to take these forward through the coming year. These include: • Revised Training Programme for new staff. • Revised Refresher Training Programme for existing staff. • Creation of a new staff eLearning Module. 5.7 It should be noted that it may take some time for the above actions to impact positively on our performance. 6 SPSO PERFORMANCE INFORMATION 6.1 The Scottish Public Services Ombudsman Act 2002 and the Public Services Reform (Scotland) Act 2010 give the SPSO the authority, in defined circumstances, to investigate complaints about Scottish public authorities, including local authorities. This includes social work complaints and covers services delivered by the Health & Social Care Partnership on behalf of the Council. 6.2 The SPSO, in conjunction with all Scottish local authorities, has developed six quantitative performance indicators, against which authorities assess and monitor their complaints handling performance. The Council’s figures for these indicators for 2023-2024 are shown in Appendix 1. 6.3 The SPSO reports on complaint investigation decisions in two ways: • A Decision Report is issued for each complaint considered; these are published on the SPSO’s website. • If a complaint is considered of national significance, an Investigation Report is laid before the Scottish Parliament. The SPSO did not lay any reports regarding the Council before Parliament in 2023-2024. 6.4 In this reporting year there was one complaint that was investigated by the SPSO and which resulted in two recommendations being made, both recommendations were completed to the satisfaction of the SPSO. (The details of this case are at Appendix 2). 6.5 Despite receiving more Stage 2 complaints in the reporting year, we have seen a significant drop in customers escalating their concerns to the SPSO after receiving the organisations final position on the matters raised. SPSO Action in relation to Referrals about PKC Complaints 2023-24 2022-23 2021-22 Provision of advice 10 15 9 Early resolution 15 32 13 Investigation 1 1 0 Total 26 48 22
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6.6 A summary of the subject area of complaints received by the SPSO (as opposed to determined) in respect of the Council and across the sector is shown in Appendix 3. 6.7 Of the 15 cases considered by the SPSO under early resolution, 11 of these cases were not progressed by the SPSO as they concluded that the complaints response provided by Perth & Kinross Council was reasonable and the complainant hadn’t raised any issues that cast any doubt on that. This is evidence of good complaint handling. The balance were not taken forward for a variety of reasons such as being outwith jurisdiction, an alternative route available, or insufficient benefit would be achieved. 6.8 The complete SPSO statistics are available on their website. 7. LEARNING FROM COMPLAINTS 7.1 Continuous improvement is a key focus of our handling of complaints. Our Officers are able to make adjustments to processes when issues are raised. In general, no major policy or procedural changes were required in response to our complaints, however a number of changes or actions were taken to improve our services and the customers experience. 7.2 A sample of these are provided below. • Complaint about waiting times for Blue Badge reviews. Customers to be advised of expected timescales when they request a review. • Complaint about our procedures when we become aware of an abandoned tenancy. The procedure to be reviewed to ensure it covers all scenarios. • Complaint about the condition of bins on “A route” due to vandalism. We introduced a gradual replacement programme of bin housings that can be repaired/repainted after instances of vandalism. • Complaint about the schools process for selecting pupils at an out of school activity. We agreed to improve communication and ensure selection process is clear to parents. • Complaint about noise from a mechanical sweeper being used early in the morning. We agreed to alternate the days/times when the sweeper entered the street • Complaint about lack of call recording. Calls now handled within the Customer Service Centre and recorded. 8. CONCLUSION 8.1 The Council has an appropriate and effective Complaints Handling Procedure and will work to ensure that revisions are made in line with any further SPSO recommendations.
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8.2 Performance statistics from 2023-2024 demonstrate that our complaints handling is appropriate and effective although performance is slightly down on the previous year with regard to meeting timescales at both Stage 1 and, Stage 2. An anticipated benefit of the introduction of the central team of investigators is expected to improve performance especially at Stage 2 of the process. 8.3 Performance information and the subject matter of complaints received is considered and monitored to identify any particular trends, issues or service areas which require focussed improvement efforts. 8.4 The Central Complaints Team will review and identify areas where our performance can be improved with regard to meeting target timescales. Author(s) Name Designation Contact Details Joy Mayglothling Team Leader Corporate Complaints Jmayglothling@pkc.gov.uk 01738 476742 Approved Name Designation Date Scott Walker Strategic Lead (Finance and Business Support) 14 November 2024 APPENDICES Appendix 1 - SPSO Performance Indicators Appendix 2 - Recommendations made by the SPSO Appendix 3 - Local Authority complaints received by the SPSO
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ANNEX 1. IMPLICATIONS, ASSESSMENTS, CONSULTATION AND COMMUNICATION Strategic Implications Yes / None Community Plan / Single Outcome Agreement None Corporate Plan None Resource Implications Financial None Workforce None Asset Management (land, property, IST) None Assessments Equality Impact Assessment None Strategic Environmental Assessment None Sustainability (community, economic, environmental) None Legal and Governance None Risk None Consultation Internal None External None Communication Communications Plan None 1. Strategic Implications Community Plan/Single Outcome Agreement 1.1 N/A Corporate Plan 1.2 N/A 2. Resource Implications Financial 2.1 N/A Workforce 2.2 N/A 3. Assessments 3.1 Under the Equality Act 2010, the Council is required to eliminate discrimination, advance equality of opportunity, and foster good relations between equality groups.
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Carrying out Equality Impact Assessments for plans and policies allows the Council to demonstrate that it is meeting these duties. The Equality Impact Assessment undertaken in relation to this report can be viewed clicking here. (i) Assessed as not relevant for the purposes of EqIA 3.2 The Environmental Assessment (Scotland) Act 2005 places a duty on the Council to identify and assess the environmental consequences of its proposals. However, no action is required as the Act does not apply to the matters presented in this report. This is because the Committee are requested to note the contents of the report only and the Committee are not being requested to approve, adopt or agree to an action or to set the framework for future decisions. Sustainability 3.3 N/A Legal and Governance 3.4 N/A 4. Consultation Internal 4.1 Service Complaints Co-ordinators were consulted in the preparation of this report. External 4.2 N/A 5. Communication N/A 2. BACKGROUND PAPERS None