5. Audit Scrutiny 2023 24 complaint cover report AC
North Ayrshire Council · 30 May 2024
Back to Audit and Scrutiny Committee — 30 May 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
Page 1
NORTH AYRSHIRE COUNCIL 30 May 2024 Audit and Scrutiny Committee Title: 2023/24 Complaint Report Purpose: To inform the Audit and Scrutiny Committee of the Council's complaint performance and the volumes and trends of complaints received in Financial Year 2023/24. Recommendation: That the Committee notes the report and the information provided. 1. Executive Summary 1.1 This report details complaint information relating to North Ayrshire Council during 2023/24, covering the period 1 April 2023 to 31 March 2024. 1.2 To allow comparisons to be made the report also details some complaint data relating to 2021 and 2022. 1.3 Performance is measured through a number of Scottish Public Services Ombudsman (SPSO) performance indicators, some of which have national targets. 2. Background 2.1 This section contains statistical information and commentary on some of the key complaint performance indicators. More information relating to the indicators can be found in the attached report. This report is being presented to Committee earlier than is usually the case and for that reason the complaints data relating to KA Leisure is not available. 2.2 Volume of complaints received Year Volume of complaints 2021 2,827 2022 2,629 2023 1,948
Page 2
2.2.1 A 26% decrease in complaints seen when comparing 2023 with the previous year. 2.3 Complaints closed at each Stage 2021/22 2022/23 2023/24 Stage One 2,671 2,510 1,888 Stage Two 156 119 151 2.3.1 Although there is no national target for the number of complaints to be closed under each Stage, the Council seeks to maximise closure at Stage One as complainants receive a quicker resolution compared to Stage Two, reduces the impact on service resources and reduces the possibility of SPSO referrals. 2.4 Complaint outcomes Stage One Outcome % closed as Resolved 39% % closed as Upheld 32% % closed as Partially Upheld 12% % closed as Not Upheld 17% Stage Two Outcome % closed as Resolved 4% % closed as Upheld 13% % closed as Partially Upheld 39% % closed as Not Upheld 44% 2.4.1 Up to 31 March 2021, a complaint that meets our complaint criteria could be upheld, partially upheld or not upheld. From 1 April 2021 a fourth outcome became available to use called ‘Resolved’. Resolved complaints are where the Council has taken action to address a problem or issue without making a decision on whether there were any failings (this would happen where we agree a solution with the complainant at the outset without needing to actually investigate the complaint). 2.4.2 Complaint outcome analysis can be found in the attached report. 2.5 Average time in working days for a full response at each Stage Stage One Average number of working days to close Target 2021 4.2 5 workings days or less 2022 4.2 5 workings days or less 2023 3.8 5 workings days or less Stage Two Average number of days to close Target 2021 15.4 20 working days or less 2022 14.9 20 working days or less 2023 16.8 20 working days or less
Page 3
2.5.1 The average time in working days for a response under both Stages is better than the SPSO target response timescales for the last three years. 2.6 Complaints closed within timescale Stage % closed on time Target Stage One 87% 80% and above Stage Two 88% 85% and above 2.6.1 The volume closed on time includes extended complaints that met their new due dates. 2.6.2 Further details of complaints not closed on time are contained in the attached report. 2.7 Changes or Improvements made as a result of complaints 2.7.1 Not all Services can implement improvements as a result of complaints due to a number of factors, including the feasibility of making changes and resource/budget considerations. That said, improvements were implemented in some Services and a selection are noted in the attached report. 2.8 Compliments 2.8.1 The Council received and recorded many compliments during the year. Some praised specific individuals or teams, some related to more than one Service and some were raised by employees complimenting other employees. A selection can be found in the attached report. 3. Proposals 3.1 It is proposed the Committee approves the report and recognises the Council’s complaint handling performance in relation to Section 2 above. 4. Implications/Socio-economic Duty Financial 4.1 None. Human Resources 4.2 None. Legal 4.3 None. Equality/Socio-economic 4.4 None.
Page 4
Climate Change and Carbon 4.5 None. Key Priorities 4.6 The Two Stage Complaint Handling Procedure supports the Council's key priority of delivering more effective and efficient service provision. It demonstrates commitment through focussing on, and determining, trends for service improvement and delivery for North Ayrshire residents, customers and visitors. Community Wealth Building 4.7 None. 5. Consultation 5.1 None. Aileen Craig Head of Service for Democratic Services For further information please contact Darren Miller, Complaint Manager, on (01294) 322988. Background Papers North Ayrshire Council Complaint Report 2023/24