I have just come across this report authored by Marian Parry Hughes and dated the 18th July, 2017.
It is the annual report on the handling of complaints by the Children
and Family Support Department of Gwynedd Council for 2016/17.
https://democracy.cyngor.gwynedd.gov.uk/documents/s13016/Item%206%20-%20Appendix%203%20-%20Report%20on%20the%20Councils%20Complaints%20and%20Service.pdf
Unlike the report last year authored by Margaret Kenealy Jones, this
report has not been used to revise history nor used as a vehicle to
whitewash unprofessional behaviour and systemic failings within the
children's department of Cyngor Gwynedd and this is to be welcomed.
Saying that the report does appear to have some glaring ommissions and anoma-lies -
"Over the years, the Customer Care Officer have successfully managed to
establish close working links with the teams, managers and the legal
section as a means of discussing and resolving issues. This is reflected
in the low number of complaints reaching Stage 2 of the Complaints
Procedure.
It is fair to say that there has been a clear trend over the past 3
years, that theChildren and Family Support Department have not had a
complaint escalate toStage 2. This is down to the professionalism the
Team Managers and SeniorManagers show when dealing with complainants;
they understand theimportance of a local resolution and by discussing
directly with the complainant they are able to address matters as soon
as possible..."
Er...but Mrs Hughes there is a stage 2 complaint ongoing against
Children and Family Support Department raised on the 25th May and due
for completion any day now. Why has the complaint not been included in
your report figures ?
I notice the Adult services acknowledge there is an ongoing stage 2
investigation and though not completed is included in their figures.
Marian Parry Hughes also crows that the department have had no complaint escalate to stage 2 over the past three years.
But that is down to one senior manager, Aled Gibbard, closing a
complaint - without informing the complainant and your department
refusing to escalate another complaint to the second stage, hence the
intervention of the Ombudsman.
And knowing that to then go on and write -
"In comparison with other Local Authorities in North Wales, it is
understood that Gwynedd have been successful in managing complaints at
Stage 1 whereas other Local Authorities have a higher proportion of
complaints progress to Stage 2".
and diss the conduct of other LA's in Wales is...distasteful to say the least.
More info on Gwynedd Council here - https://gwyneddsfailingcouncil.blogspot.co.uk/
