Complaints to the SPSO about Local Authorities in 200809

1
Complaints to the SPSO about Local Authorities
in 2008-09

• 17 June 2009
• Council Liaison Officer Conference
• David Robb, Director of Policy and Development

2
Cases received by the SPSO 2008-09
3
All cases received by sector in 2008-09 (4,118)
4
Our process Assessment, Examination
Investigation
Reported investigations and a small number of
discontinued investigations Determination
letter Insufficient information, out of
jurisdiction and premature
Report
Decision
Advice
5
Local Authority enquiries and complaints received
by year
Actual 2006-07 figures enquiries 1,124
complaints 1,017 Figures adjusted for comparison
purposes, to account for changes to recording
process in operation from 1 April 2007.
6
Local Authority complaints received by subject
2007-08 (1,329)
7
Local Authority complaints received by subject
2008-09 (1,604)
8
Cases determined by sector and outcome 2007-08
Note This table refers to cases that were
subject to a final determination within 2007-08,
and does not include cases that remained open at
the end of the year.
9
Cases determined by sector and outcome 2008-09
Note This table refers to cases that were
subject to a final determination within 2008-09,
and does not include cases that remained open at
the end of the year.
10
Premature Complaints by Authority 2008-09
11
Supporting improvement

• Ombudsmans recommendations. 24 different LAs
  were asked to
• Provide free school transport
• Review policies for assessing housing adaptations
  for a disabled occupant
• Review and improve school exclusion policies
• Improve complaint procedures and handling
• Review wording of conditions used in planning
  consents
• Consider consultation with community councils
• Apologise for providing a Planning Committee with
  inaccurate information on a planning application
• Improve communication on social work
  interauthority case transfers

12
Supporting improvement (2)

• Ombudsmans recommendations. 24 different LAs
  were asked to
• Make or increase offers of monetary payments
  made, for example, in recognition of service
  failure and time and trouble
• Deliver on payment promises
• Introduce an independent system for complaints
  about a Chief Executive
• Apologise for anxiety and disruption caused by
  poor communication or inadequate service
  provision
• Ensure that staff training addresses the failings
  identified in reports

13
Supporting improvement (3)

• Complaints not upheld
• I am satisfied the Council have followed all
  relevant policies and procedures and worked with
  local residents adequately. Indeed, I consider
  the measures outlined indicate that the Council
  implemented local residents requests where
  possible and the Council should be commended for
  this. All action was taken appropriately and in
  the absence of evidence of maladministration or
  service failure, I do not uphold this aspect of
  complaint.

14
SPSO Strategic Objectives 2008 - 2011
SO2 improving complaint handling by public
service providers
SO1 providing a high quality, independent
complaint handling service
Vision Providing a trusted, effective and
efficient enquiry and complaint handling service
Vision Enhancing public confidence in high
quality, continually improving public services
SO5 being an accountable, best value organisation
SO4 simplifying the design and operation of the
complaint handling system
SO3 supporting public service improvement