A report telling the Committee how many complaints were received in 2024/25 and were dealt with using either the Council’s Corporate Complaints Procedure or the Statutory Complaints Procedure for Adult Social Care, summarising the main types of Complaints received and providing some examples where improvements have been made as a result of learning from these complaints.

The Committee received a report providing an overview of complaints that had been received in 2024/25 and had been dealt with using either the Council’s Corporate Complaints Procedure or the Statutory Complaints Procedure for Adult Social Care, summarising the main types of complaints that had been received and providing some examples where improvements had been made as a result of learning from these complaints.  A summary of Adult Social Care Complaints and Compliments 2024/25 was attached to the report at Appendix A.

The report stated that during 2024/25 the service had received 59 statutory complaints, which was an 18% increase compared to the 50 that had been received in 2023/24, and 13 corporate complaints, which was an increase of 85% compared to the seven that had been received in 2023/24.  One Stage 2 request had been received for a corporate complaint in 2024/25, however, no requests for a corporate Stage 2 investigation had been received during this period.  The main themes for the period 2024/25 for corporate complaints had been as follows:

• Financial Issue - 6 (46.1%);
• Quality of Service Provided - 4 (30.8%);
• Staff Conduct - 2 (15.4%);
• Communication - 1 (7.7%).

The main themes for the period 2024/25 for statutory complaints had been as follows:

• Quality of Service Provided - 23 (38.9%);
• Staff Conduct - 10 (16.94%);
• Communication - 10 (16.94%);
• Financial - 9 (15.2%).

The summary of Adult Social Care Complaints and Compliments 2024/25 set out in Appendix A would be published on the Council’s website and highlighted some examples of learning from complaints in the previous year along with key service improvements that had been made as a result of the complaints that had been received.

Resolved –

(1)      That the report be noted:

(2)      That the action taken in response to learning from complaints, as described in the summary of Adult Social Care Complaints and Compliments 2024/25, attached at Appendix A to the report, be noted.