Complaints received by the Housing Service Department

The request was successful.

Dear Isle of Anglesey Council,

Please provide details to the questions below :

1. How many complaints did the Housing Service Department receive since April 2012?
2. How many were upheld and how many were rejected?
3. How were the complaints managed i.e Were they logged with case references and on a CRM system?
4. What is classed as a valid complaint to log on such a system?
5. Who has access to the CRM system which contain the complaints including external authorities / parties?
6. Do the CRM system ( or equivalent ) hold records of correspondences i.e Written, E-mail, inputed notes and call recordings / transcripts?
7. How many cases ended up being escalated to the The Local Government and Social Care Ombudsman after 2012?
8. How many of those cases were overturned by the LGSO against the councils final position?

Yours faithfully,

J L Hunt

1 Attachment

Thank you for your recent request for information from the Isle of
Anglesey County Council.

 

In accordance with the Freedom of Information Act 2000 and the
Environmental Information Regulations 2004, we aim to respond to your
request within 20 working days.   In some instances we may be unable to
achieve this deadline, in which case we will advise you of the likely
timescale within which the response will be provided.

 

 

Beryl Jones

Swyddog Gwybodaeth Corfforaethol a Chwynion – Adain Gyfreithiol,  Cyngor
Sir Ynys Môn

Corporate Information and Complaints  Officer-  Legal Section, Isle of
Anglesey County Council

 

 

 

[1]cymraeg_ysgrifennwch

 

 

 

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Dylan F. Appleton-Owen, Isle of Anglesey County Council

3 Attachments

Good Afternoon,

I refer to your request for the following information from Isle of
Anglesey County Council under the Freedom of Information Act dated 13^th
April 2018, and respond as follows:-

 

1.    How many complaints did the Housing Service Department receive since
April 2012?

 

All information in regards to your above question can be seen on by
following this link, details here go back to June 2009:

[1]http://www.anglesey.gov.uk/council-compl...

 

2.    How many were upheld and how many were rejected?

 

All information in regards to your above question can be seen on by
following this link, details here go back to June 2009:

[2]http://www.anglesey.gov.uk/council-compl...

 

3. How were the complaints managed i.e Were they logged with case
references and on a CRM system? All Complaints must follow the Corporate
Complaints Procedure. Please see the Concerns and Complaints Policy
Attached.

 

4. What is classed as a valid complaint to log on such a system?

The Following has been taken form the Isle of Anglesey County Council’s Website:

Definition of a ‘complaint’

Whether about the Council itself, a person acting on its behalf, or a
partnership, a complaint is:

• An expression of dissatisfaction or concern
• Either written or spoken or made by any other communication method
• Made by one or more members of the public
• About the Council’s action or lack of action or
• About the standard of service provided

A complaint is not:

• An initial request for a service, such as reporting a missed bin
collection
• An appeal against a properly made decision
• A means to seek change to legislation or a properly made policy
decision
• A means for lobbying groups/organisations to seek to promote a cause

 

5. Who has access to the CRM system which contain the complaints including
external authorities / parties?

Once the Formal Complaint has been forwarded from the Corporate
Information and Complaints Officer to the Housing Services, the
information is kept internally only with access only given to the
Management Team and the Personal Assistant to the Head of Service. The
Complaint is then sent to the relevant manager who will co-ordinate the
response.

 

6. Do the CRM system ( or equivalent ) hold records of correspondences i.e
Written, E-mail, inputed notes and call recordings / transcripts?

Notes are kept on the progress of the complaint within the above mentioned
spreadsheet.

 

7. How many cases ended up being escalated to the The Local Government and
Social Care Ombudsman after 2012?

8. How many of those cases were overturned by the LGSO against the
councils final position?

 

Information in regards to cases that were referred to the ombudsman can be
seen in the following link:

[3]http://www.anglesey.gov.uk/council-compl...

 

If you are dissatisfied with any aspect of this response to your request
for information, and / or the decision made to withhold information, you
may ask for an internal review.  Please address your correspondence to the
Customer Care Officer, Legal Services, Council Offices, Llangefni, Ynys
Môn LL77 7TW (E-mail: [4][email address]).

If you are not content with the outcome of any internal review you have
the right to apply directly to the Information Commissioner, Wycliffe
House, Water Lane, Wilmslow SK9 5AF.  Please note that the Information
Commissioner is likely to expect internal review procedures to have been
exhausted before beginning his investigation.

 

 

Dylan Fôn Appleton-Owen

 

Swyddog Gwybodaeth Rheoli a Pherfformiad Tai / Housing Performance &
Information Systems Officer

Gwasanaethau Tai / Housing Services

Cyngor Sir Ynys Môn/Isle of Anglesey County Council

 

Ffôn/Phone: 01248 752297

Ebost/Email: [5][email address]

 

[6]cid:image002.jpg@01D21596.FCA0A5B0

 

Croeso i chi ddelio gyda’r Cyngor yn y Gymraeg neu’n Saesneg.  Cewch yr un
safon o wasanaeth yn y ddwy iaith. / You are welcome to deal with the
Council in Welsh or English.  You will receive the same standard of
service in both languages.

[7]cymraeg_ysgrifennwch

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