Report No: 51/2020

Cabinet approved the following revised draft Policies and Procedures:

a) Compliments Comments and Complaints Policy and Procedure (Appendix A of the report).

b) Adults Social Care Complaints Policy and Procedure (Appendix B of the report).

c) Children’s Social Care Complaints Policy and Procedure (Appendix C of the report).

Councillor Hemsley, as the relevant Portfolio Holder, elaborated on the report and explained that the Council’s main complaints policy was due for review and the two supporting protocols appended to the report had been reviewed to ensure consistency across all of the Councils complaints policies.

It was noted that additional wording had been added with regards to Special Educational Needs and Disability (SEND) complaints which was done to ensure that customers were aware that complaints in this area had their own regulations that would be followed.

Councillor G Brown notified Cabinet that the report had also been considered at the Audit and Risk Committee on the 4^th February 2020 and their recommendations had been incorporated.

The Strategic Director of Resources, in response to a question asked, explained that the flow chart contained within Appendix B or the report would be re-visited in order to ensure that service failures and service requests are more clearly defined.

RESOLVED:

That the following revised draft Policies and Procedures be approved:

a)    Compliments Comments and Complaints Policy and Procedure (Appendix A of the report).

b)    Adults Social Care Complaints Policy and Procedure (Appendix B of the report).

c)     Children’s Social Care Complaints Policy and Procedure (Appendix C of the report).

Reason for decisions:

The Draft Compliments, Comments and Complaints Policy and Process, The Draft Adults’ Social Care Complaints Policy and Procedure and the Draft Childrens’ Social Care Policy and Procedure are presented for approval.