0279
The Head of Legal Services presented a report on compliments, complaints, concerns and requests for information made by the public to the Service over the past 12 months.
Members were informed that there was an increase in the number of complaints received over the past 12 months compared to last year and were assured there were no recurring themes or trends in the concerns and complaints to give any cause for concern.
Members were assured that all complaints are investigated by duty officers, draft responses are sent to Legal Services to be reviewed and all complainants can ask for a further review by the Assistant Chief Fire Officer or make a complaint to the Local Government Ombudsman.
There was concern over the number of driving incidents, however reassurance was provided by the Chief Fire Officer that these were low level incidents and were in proportion to the number of miles that were driven. All incidents were analysed and investigated.
RESOLVED that the Committee notes that during the period 1 April 2022 to 31 March 2023:
i) a total of 297 requests for information containing 774 queries about the Service were received. No requests were passed to the Information Commissioners Office for review.
ii) a total of 60 compliments were received from the public;
iii) 39 complaints or concerns about Service activities were made; and
iv) 26 complaints or concerns were received about activities carried out by other organisations or individuals;
v) 4 of the complainants appealed the response provided but none were passed to the Local Government Ombudsman for further investigation
vi) the Service has recently implemented an external, confidential reporting line for complaints and concerns which will be included in future reports.