Action Plan Objective: To Improve Satisfaction with Complaints
Action Plan Start Date: 1 June 2011 Action Plan End Date: 1 December 2011
Responsible Officer: Head of Change and Scrutiny
|
Activities |
Allocated to Officer |
Start date |
Deadline |
Progress |
Comments |
|
Introduce new correspondence system |
Dave Lindsay |
1 January 2011 |
1 September 2011 |
20% |
Specification for in-house system has been developed by IT. |
|
Revise and agree Complaints Policy and Procedures
|
Angela Woodhouse |
1 June 2011 |
1 September 2011 |
|
A revised complaints policy will be developed with managers and others going to full council for final approval in September. |
|
Training implemented for officers on dealing with complaints
|
Angela Woodhouse |
1 September 2011 |
1 November 2011 |
|
Training to be set up following the revision of the policy and the new correspondence system |
|
Monitor complaint responses to ensure complaint deadlines are met and responses meet required standards and target action as required by CMT |
Ellie Kershaw |
1 June 2011 |
|
|
The present system does not issue reminders for completions of complaints and whilst it is heads of service responsibility to ensure complaints are responded to within time it is felt that additional monitoring will ensure this happens and lead to improved responses. |