Contact: Mark Braggins, ext 7103 email: [email protected]

1. Summary

1.1 Prior to the formation of the Environment Department the Surveyor's and Planning departments had separate policies and methods for the management of complaint/compliment information. The Environment Department is currently reviewing these methodologies, and working to improve the capture of this information in a consistent manner. This report discusses complaints and compliments recorded during the period April 2002 to March 2003.

2. Definition of Complaint

2.1 The Environment Department defines a complaint as: "Any letter, telephone call, personal representation made to the Department regarding a failure in its services and functions". In this context, `Complaint' relates to a failure or inadequacy of the Department's services or functions, potential maladministration or concern about a member of staff (or contractor) providing services on behalf of the Department. For example, "I want to complain about the state of the footway" is recorded as a `defect' rather than a `complaint'. "I want to complain about the way a member of staff talked to me" is recorded as a `complaint'.

2.2 Careful consideration is given by the recipient of a 'complaint' before recording it as such and this may involve reference to a senior member of staff if there is some doubt.

3. Complaints Monitoring

3.1 The Environment Department records and monitors complaints about the services it provides. Complaints have, in the past, primarily been recorded via hard copy forms and managed within a Quality Assurance system. However, with the introduction of new systems, eg Public Enquiry Manager (PEM) and Internet forms (via the Information Centres) other systems for recording complaints have been introduced.

3.2 Work has been undertaken to draw the systems together and all communications recorded as complaints are now logged in a Complaints Database. The system is currently being refined, and further work is under way to ensure that all complaints are recorded consistently across the Department.

3.3 There is a risk that some complaints are being dealt with locally, but not being recorded on the complaints database. All sections are therefore being contacted to ensure records are kept. There is also a risk that a number of compliments are not being recorded in some areas. Again, all sections are being contacted to ensure that records are kept.

3.4 A monthly monitoring system has been introduced to track response times and identify any trends and pick up on any service areas where the level of complaints might indicate under-recording.

3.5 An IT Services project mandate is being compiled to ensure that a call recording facility is available for complaints and compliments.

4. Complaints Received

4.1 The total number of complaints recorded for the year April 2002 to March 2003 was 172. Of the 172, some were originally recorded as a complaint, but have subsequently been determined to be defects. The attached Appendix 1 summarises complaints by category, for instance `level of service' or `communication', etc.

4.2 Each complaint is investigated and a response made to the complainant. Where the complaint reveals a problem, action is taken not only to rectify the specific problem but also to look at trends which may require other changes to prevent a reoccurrence.

4.3 Complaints provide valuable information on the services provided by the Department and are used to identify opportunities for improvement. For example, an unacceptable level of complaints received about the attitude of staff at recycling centres over the previous year or so has been addressed by running customer care training for staff. This has resulted in a significant reduction in the number of complaints received.

4.4 Only five of the recorded complaints needed to be forwarded to the Chief Officer for a response. In the main, these related to lack of communication/consultation and all were closed satisfactorily.

5. Complaints v Other Communications

5.1 To put the 172 complaints in perspective, the total number of communications recorded last year by highways staff alone, via the PEM system, was approximately 60,000.

6. Closure of Complaints

6.1 The statement on Hampshire County Council's corporate website regarding response times is "We will send you an acknowledgement within five working days of receiving your communication and tell you who will be dealing with it and how long it will take to send you a full reply. We try to respond quickly and reply within 20 working days."

6.2 The statistics for the Environment Department for 2002/03 show that there were 18 complaints still open after 20 working days. Further investigation has revealed that complaints which remain open for over 20 days are often due to the need to undertake detailed investigation or seek information from other agencies, contractors, etc. In some instances, details/ information provided by the complainant have been vague/inaccurate and this has resulted in delays in closing the complaint. In all but a few instances the complainant had received an acknowledgement of the complaint within five working days.

7. Complaints Determined by the Ombudsman

7.1 During the year four complaints were determined by the Ombudsman relating to planning development control.

7.2 Two complaints referred to a building not built in accordance with approved plans. The Ombudsman concluded a 'local settlement' (not maladministration) because steps were taken to deal with failings and errors. The need for Property, Business and Regulatory Services (or its consultants) to consult with the Department about design amendments has been stressed and monitoring arrangements have been put in place.

7.3 The Ombudsman found maladministration, but not injustice, against a District Council for failing to take account of objections/inadequate publicity and failing to pass objections to the County Council as the determining planning authority. At the Department's request District Councils are in the process of amending their practices to ensure that publicity clearly states that objections should be made directly to the County Council.

7.4 A further complaint related to inadequate consultation through a failure to consider alternatives and design. This case was dismissed.

7.5 A further five complaints relating to highways were dismissed.

8. Compliments

8.1 Compliments are also recorded and during the year 166 were received about the Department's services. It is particularly pleasing to note that the number of compliments received over recent years has increased. Appendix 2 summarises the compliments by type.

9. The Way Forward

9.1 It is proposed to visit Section Managers to ensure that all complaints and compliments are being recorded in a consistent manner. Procedures for monthly reporting and analysis of complaints will be introduced and work is under way to identify trends and patterns.

Recommendations

1. That this report be noted.

2. That the Policy Review Committee continues to receive an annual report on complaints and compliments.

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APPENDIX 1

BREAKDOWN OF COMPLAINTS BY TYPE

TOTAL = 172

Attitude of Staff - 25

11 about attitude related to Hampshire Waste and Recycling Centre staff.

8 about contractor staff, of which 5 were Raynesway Construction Limited.

Remainder were mostly related to perceived unhelpful attitude of County Council staff on the telephone.

Health and Safety - 22

6 related to footways of pavements being obstructed in some way, or overhanging vegetation.

3 related to speed of vehicles, three to do with mess or debris and three related to signs or lack of.

Failure to Meet Standards - 85

10 involved delays to work that was planned, but had not been carried out at the time of complaining.

6 involved work on footways or paths.

9 involved damage to property or vehicles.

3 were to do with spraying or removal of week clearance.

5 involved access being obstructed.

4 were to do with arrangements during adverse weather, such as icy conditions or gritting.

3 concerned quality of work on roadworks.

Poor Communication - 27

11 members of the public complained about signs or lack of adequate signing.

8 complainants felt there was insufficient prior notification of planned work or insufficient warning of forthcoming change.

Response Time - 13

The most frequent cause of response time complaints was street lights, which resulted in 4 members of the public to complain.

Equality Issues - 0

No complaints recorded.

Note: A small number of these complaints were subsequently reclassified as defects.

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APPENDIX 2

SUMMARY OF COMPLIMENTS BY TYPE

TOTAL = 166

Helpfulness of staff, etc 75

Quality/speed of service 91