Decision details

Angela Esslinger, Complaints Manager attended and presented an Annual Report on Complaints and Customer Feedback. It was reported that the production of the Complaints and Customer Feedback Annual Report is a longstanding annual statutory requirement and included statistical information, analysis and learning for the organisation in relation to statutory social care and (non-statutory) corporate complaints and compliments received from 1^st April 2014 to 31^st March 2015.

The Complaints and Customer Feedback Annual Report 2014/15 was included at Appendix 'A'.

The Committee agreed that how the County Council handles complaints regarding changes in service levels going forward needed to be examined. It was suggested that there was a need to distinguish between complaints as a result of changes in service levels and actual complaints about service delivery.

It was agreed that the County Council needed to be proactive in communicating these changes to the public in order to manage expectations.

Resolved: - That:

(i)  The report now presented be noted,

(ii)  The Adult Social Care Complaints and Customer Feedback Annual Report for 2014/15 be shared as a public document.