Compliments & Complaints Annual Update
3. Stage 2 Corporate Complaints
Stage 2 Complaints received by directorate
|Quarter||Adults & Health||Children's Services (DCS)||Communities||Planning Growth & Sustainability||Resources||Deputy Chief Executive||Chief Executive|
Stage 2 of the corporate complaints process involves an in-depth review of the stage 1 response carried out by stage 2 officers who work within the Complaints and Improvements Team.
The above graph shows the number of stage 2 complaints received between 1 April 2020 and 31 March 2021. 172 Stage 2 complaints were considered in total and this represents an escalation rate of 8.2% from stage 1 complaints.
As a comparison the former five councils looked at a total of 220 stage 2 complaints during 2019/20.
Of the 172 stage 2 complaints 141 were escalated from stage 1 complaints and the remaining 31 were cases that bypassed stage 1.
Stage 2 Corporate Complaints by Outcome
|Directorate||Upheld||Part upheld||Not upheld||Withdrawn||Not completed yet|
|Adults & Health||0||0||2||0||0|
|Children's Services (DCS)||4||11||16||0||2|
|Planning Growth & Sustainability||1||7||0||0||0|
|Deputy Chief Executive||1||0||0||0||0|
The graph above shows the split of outcomes by directorate. Of the 164 cases completed 84 were not upheld which means that the outcome at stage 1 is agreed at stage 2.
28 cases were fully upheld indicating an overturning of the stage 1 decision. 20 of these were for Communities; the rest are spread over Resources, Deputy Chief Executive’s Service, Planning, Growth & Sustainability and Children’s Services.
Stage 2 Corporate Complaints Response Times
|Done within 20 days||29||29.0%|
|Done in 21 to 30 days||36||36.0%|
|Done in 31 to 40 days||20||20.0%|
|Done after 40 days||15||15.0%|
The response time for stage 2 complaints is 20 working days. Sometimes these are complex cases that may require an extension to this timescale. When this happens the stage 2 officer will write to the customer and explain that there will be a delay giving a new expected date for response.
From the graph above you can see that the majority of stage 2 complaints were completed within 40 days. We are currently looking at how we can improve on the timescales including a review of the stage 2 process.