Issue - meetings

To consider the upheld complaints to the Local Government Ombudsman (LGO).

Brian Reed, Head of Democratic Services and Governance introduced the report and noted to the Committee that between the 20 January 2022- 29 March 2022 there had been three instances of maladministration upheld by the Local Government Ombudsman (LGO), two of which related to Highways and one to Special Educational Needs and Disability (SEND).

John David, Interim Director of Highways and Infrastructure advised the Committee that the first highways complaint had been closed by the LGO and was being managed by the claim-handlers.  The second highways complaint had also been closed by the LGO and an apology had been offered.  The Committee was given assurance that the Highways department had brought in significant process changes, a governance structure and improvements within the culture in the last three-months which would help mitigate any further complaints to the LGO. 

The Committee was reassured by the proactive measures, particularly in respect of culture, being taken by the highways department, however it was noted that there was a negative perception of communication mentioned throughout the report.

The Committee acknowledged the opportunity it had in speaking directly to the Interim Director of Highways and Infrastructure and asked a question about the closure between Pyms Lane and Flowers Lane Hospital Campus, to date no work had commenced, and there were concerns this would further impact the closures estimated at 80-weeks.  There had been impacts on the waste collection service and it was noted the food and garden waste site was at Leighton.  Members were agreed that Ward Members should be provided with more detail on the schedule for closures but it was noted that Member briefings had taken place with plans to extend out to all Members.

The Committee noted that there had been a number of complaints from Crewe residents who had felt the impact the road closures and subsequent waste collection delays, particularly from older people. 

The Interim Director of Highways and Infrastructure gave assurances to the Committee that the Highways department had developed technological advancements, such as QR codes and Geographic Information System (GIS) to help give residents more information about current road closure schemes and future planned road closures and the benefits the schemes will be bringing.

RESOLVED (Unanimously):

That the Interim Director of Highways and Infrastructure be thanked for their time and that the report be received and noted.

To consider the Decision Notices issues by the Local Government Ombudsman.

Alan Ward, Complaints Officer attended the meeting via Microsoft Teams to introduce the report.  The Committee were advised there had been five complaints between Aug-Nov 2021.  Three related to Special Educational Needs and Disabilities (SEND), one to Licensing and one Children’s Social Care. 

Helen Rawlinson, Business and Data Manager for SEND, also attended the meeting via Microsoft Teams to answer any questions from the Committee, she gave assurance to the Committee that the SEND department had undergone significant change and a restructure.  There was now a permanent complaints officer and tribunals officer, that ensured there was consistency and lessons learned. 

Councillor Bulman noted that the recent Ofsted inspection was assured there had been improvements.

There was some discussion by the Committee about the accountability and potential links to performance appraisal for the Chief Executive in relation to upheld complaints by the Local Government Ombudsman (LGO).

Jane Burns, the Executive Director of Corporate Services noted that this was not current practice.  The council has implemented a new Customer Experience Strategy with an emphasis on improving consistency for customers and learning and apologising when things go wrong.  The Chief Executive has given a personal commitment to championing customer services. 

The Committee considered if there was potential to add an item to the Committee’s Work Programme on the general customer experience.

The Complaints Officer and Business and Data Manager for SEND were thanked for their attendance and input to the Committee.

RESOLVED:

That the report be received and noted.