Q4 2018/9 and Q1 2019/20 Tina Dunkin Customer Relations 7 October - - PowerPoint PPT Presentation

Corporate Complaints Performance and Ombudsman Final Decisions

Q4 2018/9 and Q1 2019/20

Tina Dunkin – Customer Relations 7 October 2019

Corporate Complaints Performance

• Target 75% of complaints responded to

within time scales

• Stage 1 complaint - 15 working days
• Stage 2 complaint – 20 working days
• Benchmarking Q1- 4 18/19 and 17/18

Date Range % of complaints responded to within timescales Date Range % of complaints responded to within timescales Q1 2018/9 78% Q1 2017/8 73% Q2 2018/9 84% Q2 2017/8 58% Q3 2018/9 83% Q3 2017/8 66% Q4 2018/9 88% Q4 2017/8 83%

Complaints performance Q1 2019/20

• Benchmarking Q1 19/20 and 18/19

Date Range % of complaints responded to within timescales Date Range % of complaints responded to within timescales Q1 2019/20 89% Q1 2018/9 78%

Corporate complaints received

Date range Stage 1 Stage 2 Total Q4 2018/19 146 19 165 Q1 2019/20 78 15 93 Complaints received

Q4 2018/19 Corporate complaints received by team

Corporate Complaints received by team Q4

Stage 1 complaints Volume Stage 2 complaints Volume Asset Management And Leasehold Services 14 Asset Management And Leasehold Services 3 Children's Safeguarding & Support 1 Customer Contact Centre 1 Community Enforcement 2 Family Group Conference Service 1 Customer Contact Centre 2 Hounslow Highways 1 Customer Relations 1 Housing Management Services - North 1 Family Group Conference Service 1 Housing Repairs and Grounds Maintenance (LFM360) 1 Highways and Street 2 Parking Services 1 Hounslow Highways 16 Planning Enforcement and Planning Development Management 5 Housing - HIPs and Lettings and Acquisitions 10 School Organisation and Access to Education 1 Housing Management Services - North 1 Special Educational Needs and Disability 1 Housing Repairs and Grounds Maintenance (LFM360) 52 Traffic and Transport 2 Liberata Client Services 5 Waste & Recycling 1 Libraries 1 Total Stage 2 19 Parking Services 6 Planning Enforcement and Planning Development Management 8 School Organisation and Access to Education 1 Special Educational Needs and Disability 5 Specialist Housing Services 1 Traffic and Transport 6 Waste & Recycling 11 Total Stage 1 146

Total Complaints 165

Q1 2019/20 Corporate complaints received by team

Corporate complaints received by team Q1 2019/20

Stage 1 complaints Volume Stage 2 complaints Volume Asset Management And Leasehold Services 13 Community Safety and Enforcement 2 Building Control 1 Contingency Planning 1 Community Safety and Enforcement 2 Hounslow Highways 3 Contingency Planning 1 Housing Management Services - East 1 Customer Contact Centre 1 Housing Management Services - South 1 Hounslow Highways 4 Parking Services 1 Housing - Estate Services / Caretaking 2 Planning Enforcement and Planning Development Management 1 Housing - HIPs and Lettings and Acquisitions 3 School Organisation and Access to Education 1 Housing Management Services - East 1 Special Educational Needs and Disability 2 Housing Management Services - South 1 Specialist Housing Services 1 Housing Repairs and Grounds Maintenance (LFM360) 19 Waste & Recycling 1 Leisure Centres 1 Stage 2 complaints 15 Liberata Client Services 1 Parking Services 1 Planning - Spatial Planning & Infrastructure 1 Planning Enforcement and Planning Development Management 6 School Organisation and Access to Education 2 Special Educational Needs and Disability 3 Waste & Recycling 15 Total stage 1 complaints 78

Total complaints 93

Children and Adult Statutory Complaints

• Volume received in Q4 2018/19 and Q1 2019/20

Date range Adults complaints Childrens complaints Q4 2018/9 3 3 Q1 2019/20 1 1

Ombudsman service

• The Local Government and Social Care Ombudsman
• Housing Ombudsman Service
• Free service to citizens who are dissatisfied with the

way that the Council has dealt with issues

• Any citizen may approach the Ombudsman at any time

to request an independent review of a complaint

Complaint escalation to Ombudsman

• 6 Ombudsman cases
• 2 cases Ombudsman will not investigate
• 4 remaining cases – information provided
• Nothing further received from Ombudsman

Jan - Jun19 Stage 2 complaints received 34 Escalation of these to Ombudsman 6

Q1 – Q4 Ombudsman Final Decisions received

• Table shows number of Final Decisions

received where the Ombudsman has investigated the complaint and the outcome

Date range Number of Final Decisions received Outcome

Q1 Apr - Jun 2018 5 2 partially upheld 3 upheld Q2 Jul - Sep 2018 5 4 partially upheld 1 upheld Q3 Oct - Dec 2018 10 6 not upheld 4 upheld Q4 Jan - Mar 2019 5 1 upheld 2 partially upheld 2 not upheld

2018/9 Q4 Upheld Final Decisions

Service Team Issue Final decision

• utcome

Remedy Liberata Client Services Failed to respond to a review request Partially upheld Apology Undertaken review Sent request to Tribunal Liberata Client Services Unclear and conflicting advice given about its Section 13A application process Upheld £375 Guidance and training for staff Amended policy and updated copy available on website Amended letter templates to include right to appeal escalation Housing - HIPs and Lettings and Acquisitions Delay in repairing outstanding repairs Partially upheld Increase offer of compensation from £150 to £400 Make clear if time limits for reviews

Q1 2019/20 Final Decisions

• Table shows number of Final Decisions received

where the Ombudsman has investigated the complaint and the outcome Date range Number of Final Decisions received Outcome

Q1 Apr - Jun 2019 5 3 upheld 2 not upheld

2019/20 Q1 Upheld Final Decisions

Service Team Issue Final decision

• utcome

Remedy Special Educational Needs Did not provide specialist physiotherapy provision in EHCP for 26 weeks Did not follow Complaints procedure Upheld Apology £675 to reflect lost Physiotherapy sessions £100 time and trouble Liberata Client Services Recovery action for Council Tax debt Upheld injustice remedied by Council's decision to take debt back and waive costs Liberata Client Services Failure to apply a disability premium Upheld Revision of Housing benefit paying £613 £150 for delay Refund Council's £118 over payment

Any questions?

• Any questions?