To consider and comment on the Customer Relations Adult Social Care and Public Health Annual report. The report provides statistics on the number of compliments and complaints received; complaint outcomes (upheld/not upheld); performance; issues complained about; and learning and improvements resulting from complaints for 2017/18.

The Assistant Director, Strategic Commissioning, introduced the Customer Relations Adult Social Care and Public Health Annual Report 2017/18 that sets out the number of compliments and complaints received and the nature and outcomes of these. 

The Directorate remains open to complaints and acts on them where appropriate to improve the service to residents.  With a reduction in the number of complaints and the development of services, it was envisaged the system was having the desired effect.

The Committee noted the various ways residents can complain or complement the Council and asked that usage of the on-line form be incorporated in the Annual Report.

RECOMMENDED that:-

1.    Asks where a valid cause for complaint has been identified and such relates to communication, incorrect action, staff conduct/attitude, that further training may be considered.

2.    Looks forward to learning how successful the on-line complaint form has been.