Content

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.