A report providing the Committee with an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2018 to 31 March 2019.

The Director of Adult Social Care and Health Services submitted a report providing the Committee with an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2018 to 31 March 2019.  A summary of Adult Social Care Complaints and Compliments 2018/19 was attached to the report at Appendix A.

The report explained that during the period the service had received nine corporate complaints, which was an increase of two compared to 2017/18, and 72 statutory complaints, which was a decrease of five compared to 2017/18.  Key themes for the period for both corporate and statutory complaints were quality of service provider, financial issues and staff conduct.

The Committee discussed the report and Councillor Jones pointed out that the number of complaints was relatively small compared to the hundreds of contacts the service had with service users on a weekly basis.  In response to a question on timescales officers told the Committee about the complexity of cases and how officers were encouraged to talk to the complainants which took time, in addition there were often many family members and meeting all of their needs was challenging.

Resolved –    That the report be noted.