Code section 7 - Putting things right
Compliant
No
Evidence
When something has gone wrong, we take action to put things right.
Commentary and explanation
The council is working towards having a positive complaint handling culture, during the year work has been undertaken to clear back logs of overdue and outstanding complaints and resolving long standing issues with residents. Pockets of good practise has been embedded however there is further work to do to ensure we are complaint with the ombudsman code of good practise by putting things right when something has gone wrong and learning to stop the same issues happening again. As part of our Improvement and Recovery Plan
There are different areas of work which will be undertaken to ensure we are compliant with the code and putting things right for our residents. Work is being carried out by our Transformation Team applying systems thinking principles and practices around complaints. They are exploring how we focus on getting a significantly higher firsttime resolution to reduce and preferably eliminate the common and predictable causes for residents’ complaints. This work is in the exploratory phase and links in with the improvement and Recovery workstream on Complaints.