Venue: Committee Room 5, Guildhall, Swansea. View directions
Contact: Bethan Hopkins - 636292
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Disclosure of Personal and Prejudicial Interests. Minutes: None |
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Quarter 2 2017/18 Performance Monitoring Report. PDF 102 KB Richard Rowlands – Corporate Performance Manager Additional documents:
Minutes: Quarter 2 2017/18 Performance
Monitoring Report. ·
Richard Rowlands attended to present the Q2 PMR
focussing on areas showing RED performance. ·
In relation to corporate performance against
target, most targets have been met but overall performance has declined
compared to the same period last year. Priority 1 –
Safeguarding ·
The Chief Social Services Officers’ commentary
Officer’s overview commentary states that demand for statutory adult and
children services remains high. ·
CFS16 (initial core group meetings held within
10 days of the initial child protection conference) is the lowest result since
records 2015/16 due to the high level of child protection work. ·
CFS19 (number of children on the CPR) has
increased compared each quarter since last year, which is also attributed to an
increase in the amount of child protection work. ·
Measure 24 (assessments completed for children
within statutory timescales) is showing a declining trend. The decline at Q2 is
ascribed to the increase in referrals in Q1 filtering through to the assessment
stage. ·
Despite some difficulties Social Services has a
lot of positive performance on the preventative work being done. ·
For example, AS14 (those who had completed reablement that are no longer receiving care or are
receiving less care 6 months later), improved by 89% compared to the same
period last year. ·
Chair explained that there are specific panels
for adult services and child services and if members want further information
they should refer questions to these Panels ·
Cabinet Member Clive Lloyd commented that the
measure for members completing the safeguarding training has improved and this
was pleasing. Priority 2 –
Education and Skills ·
Performance for both primary and secondary
school attendance shows the lowest Q2 result since 2015/16 and for primary
schools, the lowest overall result since Q2 2014/15. However, performance
remains positive when viewed over the 5-year period. Priority 3 –
Economy and Infrastructure ·
No significant performance issues to report. Priority 4 –
Tackling Poverty ·
Nearly all targets were met. ·
HBCT01A/02A – there has been a decline in the
speed of processing housing benefit and council tax reduction claims since Q4
last year. For this quarter, a
combination of staff shortages and errors were cited in the report as reasons
for dips in performance. ·
SUSC1 (peoples satisfaction with their area as a
place to live) and SUSC3 (people agreeing that theirs is a place where people
from different background get on) are both showing a downwards trend since Q3
last year – although performance remains better than 2015/16. Priority 5 -
Transformation & Future Council ·
CHR002 – staff sickness levels are showing an
improving trend. ·
CUST5 and CUST6 (customer satisfaction) - these
public perception surveys are showing the lowest results since records. ·
FINA6 (savings and income) remains a concern;
this was addressed by the Section 151 Officer at the last panel meeting. |
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Corporate Complaints Annual Report 2016/2017 PDF 106 KB Clive Lloyd – Cabinet Member for Transformation and Performance Andrew Taylor – Complaints Manager Tracey Meredith – Head of Legal, Democratic and Business Intelligence Additional documents:
Minutes: ·
Andrew Taylor came to present the Complaints
Annual Report ·
This has been the busiest year on record.
Complaints are increasing each year with last year seeing an increase of 16% -
this is thought to be in large part to the austerity measures which are taking
place ·
There are specific procedures for following
complaints as they come in depending on the subject of the complaint ·
There are designated officers dealing with
specific queries e.g. social services ·
Complaints are different to service requests.
Service requests require a service to complete or undertake a task they are
supposed to. A complaint looks at the quality of a service or a repeated
failure to meet standards. The difference is identified by the team upon contact ·
The team have adopted the ‘All Wales’ complaints
model ·
There are different stages in the complaints
process. Stage 1 aims to resolve the issue within 10 working days via a senior
member in the service departments, if this cannot be done to the clients satisfaction
then it can be progressed to stage 2 which has a more in depth investigation by
the Complaints Team ·
Some complaints are complex and take longer than
the preferred 10 working days but the client is kept informed of this ·
The figures include all complaints made directly
to the service departments too as there is a central shared database which
everyone contributes to and the data is gathered from there ·
The complaints team try and be as independent as
possible and work with the departments to try and resolve matters quickly ·
There are differences between ‘complaints’ and
‘criticisms’ and these are distinguished by the complaints team upon contact ·
43% of complaints are either partially or fully
justified ·
Stage 2 complaints increased by 37% - the team
are small and have had staff losses. If they cannot meet the deadline, the team
explain why ·
The team also keep records of Welsh language
complaints. Whether they be about the use of Welsh language or whether the
complaint itself is made in Welsh ·
There is a slightly different and specific way
of recording Social Services complaints ·
The Ombudsman did not investigate any of the
issues referred to them from Swansea – this is pleasing ·
Compliments are also received and these are
reported to Corporate Management Team monthly ·
People who make detrimental comments on social
media are difficult to deal with but there are circumstances where Swansea
Council have got the police involved so any member who has a negative
experience should inform the Council ·
If anonymous complaints are made about
safeguarding, they are not ignored ·
Discussed exemptions relating to Freedom of
Information Requests ·
3 complaints ended up with the Information
Commissioner ·
Andrew Taylor is the Freedom of Information
reviewing officer ·
There are standards of behaviour expected from
clients accessing Swansea Council services. This means that staff members are
not exposed to abusive or inappropriate behaviour ·
Members were reminded that they can refer any
complaints they receive to the complaints team too ·
The Social Services Annual Complaints Reports
for Children’s Services and Adult Services were referred into the appropriate
Panels ·
Complaints are increasing each year |
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Budget Proposals 2018/19 PDF 102 KB Ben Smith – Head of Financial Services and Service Centre Additional documents: Minutes: · The Convener had sent Ben Smith a list of questions to answer in relation to the draft budget proposals |
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Minutes: · The Highways and Transportation Commissioning Review will come to the Panel early February · The budget scrutiny will take place on 6th February |