Decision details

The Group Director, Community and Children’s Services provided the Cabinet with the report, which detailed the operation and effectiveness of the Council’s statutory Social Services complaints procedure betweenApril 1^st 2019 and March 31^st 2020. The report contained information on the background of the Social Services statutory complaints procedure, information on lessons learnt from complaints and performance data for Adults & Children’s Social Services, together with achievements for 2019/20 and future developments.

The Deputy Leader thanked the Director and the team for the detailed report.

The Cabinet Member for Children’s Services voiced her support and advised that a new officer had been appointed, whose role is to monitor the activities and remind officers of timescales, in order to continually provide a quality service. The Cabinet Member also took the opportunity to thank the team for their work and the professional manner in which they conduct themselves, when undertaking, what can be, complicated conversations with residents.

The Cabinet Member for Adult Community Services and the Welsh Language commented that the trend was fairly stable in comparison to the previous year, which was particularly encouraging given the current demand. The Cabinet Member added that both complaints and compliments are valued to help improve the service, where possible.

The Cabinet RESOLVED:

1.    The contents of the Social Services Annual Complaints report; and

2.    To note the work undertaken by the Social Services Complaints Team.