HAMPSHIRE COUNTY COUNCIL

Report for Information

Title:

Complaints Management

Presented to:

Policy and Resources Select Committee

Presented by:

Report of the Chief Executive

Date:

14 October 2008

Distributed to:

(i.e. All Members)

Method:

(e.g. Email and copies in Members' Rooms)

Date:

 

Contact name:

Judith Downing

Tel:

01962 846612

Email:

Judith.downing@hants.gov.uk

1) Management summary:

2) Recommendations:

3) The current process:

4) Local Government Ombudsman performance

Local Government Ombudsman report 2007-08

5) Corporate Stage 3 performance:

Stage 3 breakdown

 

New corporate complaints

Average time to investigate and respond (working days)

2007-08

Second half of year

First half of year

3

9

16.6

25.3

2006-07

Second half of year

First half of year

6

10

33

88.8

6) Complaints trends:

7) LGO changes:

8) Plans for improvement

9) Conclusions:

Section 100 D - Local Government Act 1972 - background documents

 

    The following documents discuss facts or matters on which this report, or an important part of it, is based and have been relied upon to a material extent in the preparation of this report. (NB: the list excludes published works and any documents which disclose exempt or confidential information as defined in the Act.)

 

    Document

    Location

   
   
   
   

Local Authority Report - Hampshire County Council for period ending 31/03/08

       
                   

LGO - complaints received by subject area

           
 

Adult care services

Children and family services

Education

Other

Planning and building control

Public finance

Social services

Transport and highways

Total

2007/08

6

7

14

3

5

0

0

12

47

2006/07

13

8

18

5

2

0

0

12

58

2005/2006

12

5

15

1

0

2

28

12

75

Decisions

Local settlement

No maladministration

Ombudsman discretion

Outside jurisdiction

Premature Complaint

Total

     

2007/08

5

20

10

7

9

51

     

2006/07

6

21

10

8

11

56

     

2005/08

3

15

35

10

8

71

     

Response times

No. of first enquires

Avg no of days to respond

             

2007/08

22

32

             

2006/07

24

33.2

             

2005/2006

17

48.2

             
                   
                   
                   

Changes to the LGO procedures have also been brought about by the new Local Government and Public Involvement in Health Act 2007. Some of the main provisions of the Act which will impact on us are: