Decision details

It was RESOLVED:-

·     To implement, as soon as possible: -

·     the introduction of the Power BI dashboard for Heads of Service and Directors, in relation to complaints about their service;

·     training for complaints officers, and their deputies, on customer care and equalities/diversity;

·      updated guidance note on effective complaints handling.

·     That having considered the Annual Letter from the Public Services Ombudsman (PSOW) for 2024/2025, to require that current performance data on service complaints become a standing item in the routine meetings between Heads of Service/Directors and their Executive lead (Portfolio Holder).

·     To instruct the Monitoring Officer to remind services of the requirement to: -

·         action any recommendations from the PSOW, and report completion to the PSOW, within the timeframe set;

·         routinely record any lessons learnt from complaints, identifying any patterns and implementing suitable mitigation measures.

·       To instruct the Monitoring Officer to respond to the PSOW’s Annual Letter 2024/202, as required in the penultimate paragraph of the said Letter.