Hounslow Council

Agenda and decisions

Venue: Committee Room 2, Civic Centre, Lampton Road, Hounslow. View directions

Contact: Ian Duke, telephone 020 8583 2191, e-mail  ian.duke@hounslow.gov.uk 

No. Item


Apologies for absence, declarations of interest or any other communications from Members


Call-in: Decision on CEX 158 - Complaints Policy pdf icon PDF 273 KB

a)    Request for a Call-in – Cllr Colin Ellar

b)    Initial Response to Call-in – Lead Member Cllr Ed Mayne

c)    Members’ Questions

d)    Protected Public Time

e)    Members’ Discussion and Decision.


Explanatory Guidance for Members of the Public


The Chairman of the Overview and Scrutiny Committee is aware that there is some interest in this issue from residents and this meeting may be well attended.


Residents/local groups are advised to submit any questions they wish to raise, or statements they wish to make to ian.duke@hounslow.gov.uk by 12 October 2017.


Received responses will be circulated to members of Overview and Scrutiny Committee. This does not guarantee that the comments you make will be discussed on the night.


There will be a small amount of ‘protected’ public time – 20 minutes – towards the end of the meeting and prior to Members Discussion and Decision for questions from the public/local residents about what they have heard on the night. The chairman will determine who speaks and in what order.


To make best use of this part of the meeting we would ask people to keep their contributions brief and not to interrupt others while they are speaking.


Additional documents:


Please see the report and supporting documents.


Following full discussion the Committee decided to refer the decision back to Cabinet and recommended that:


·         Cabinet consider the 5 areas suggested to further improve transparency and accessibility of the complaints procedures, namely:

o   To provide monthly reports on our performance in relation to this policy, including a breakdown of complaints by ward and final decisions by the Local Government and Housing Ombudsman. The Committee also agreeed that reports should be broken down by portfolio area and provided to Lead Members;

o   That these monthly reports be published on the Council’s website;

o   The Director of Customer Services & Communications to attend the Overview and Scrutiny Committee as part of the performance reporting to report on complaints performance including final decisions by the Local Government and Housing Ombudsman;

o   That Ward Councillors should receive notifications of complaints in their wards. The Committee also suggested that Lead Members receive notifications of complaints in their portfolio;

o   That publicity for the complaints, comments and compliments processes be improved. The Committee had no immediate suggestions on that matter from the meeting but wished to look at that in more detail in the future.

·         Following the suggestion by Mr Marbrow that a new measure should be created capturing people’s satisfaction for how their complaint was dealt with

·         Further consideration should be given as to how member oversight can be retained within a two-stage complaints process. A Call-In meeting does not allow for the Committee to suggest any single model, but the Committee was of the view that member oversight of individual complaints as well as complaints performance was an important principle.

·         There should be greater engagement with members, and in particular the Overview and Scrutiny Committee, in developing proposals around any model to retain member oversight of complaints and the content of the reports to members.




Urgent Business

Any business which the Chair agrees to accept on grounds of urgency.