REPORT TO THE POLICY AND PERFORMANCE REVIEW COMMITTEE
DATE: 23rd May 2005

Complaints Analysis : April 2004 –March 2005

Summary

  • The number of complaints received for the period April 2004 – March 2005 shows a marked decrease compared with the number received last year.
     
  • The number of complaints that were upheld/not determined last year show a slight increase compared to previous years.
     
  • The standard of complaint acknowledgement and investigation performance remains generally good.
     
  • Some satisfaction questionnaires were returned during the second half of the year which indicated satisfaction with the way in which the complaints were handled. All complainants are informed however that the non-return of a questionnaire indicates that they will be deemed to be satisfied with the way in which the complaint was handled.
     
  • There has been a slight decrease during the year of the letters of appreciation received.
     

Implications

OPERATIONAL RISK Where appropriate, personnel are reminded of correct procedures by the Officer in Charge.
COMMUNITY RISK Essential that the service deals effectively with complaints to maintain a positive profile within the community.
TRAINING Issues identified and appropriate action taken by officers in charge.
H.R None
FINANCE Minimal direct costs, but complaints cost money in terms of liability, particularly with insurance and officer time to undertake investigations.
I.T/COMMS None
EQUALITY & DIVERSITY High
HEALTH & SAFETY Concerns identified and addressed.
LEGAL None

Recommendation

That the attached report is noted.

Background Papers Used in Preparation of this Report

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Report Author and Designation

Judith Morris

Telephone number/Extension

4460

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