Complaints Handling
Case reference FOI2024/00041
Published 29 January 2024
Request
1) Please provide information relating to how the Council handles complaints made against the Complaints Manager/Complaints Team so as to ensure there is no conflict of interest and the complainant's complaint is addressed fairly and impartially.
2) How many complaints in the last financial or annual (whichever is easiest to report on) year were made against: a) the complaints manager b) the Council's handling of an existing complaint/complaints
3) Please provide the Job Description and Person Specification for the post of Complaints Manager
Response
1) Please provide information relating to how the Council handles complaints made against the Complaints Manager/Complaints Team so as to ensure there is no conflict of interest and the complainant's complaint is addressed fairly and impartially.
A: In line with Herefordshire Council's Corporate Complaints Policy (herefordshire.gov.uk) point 3.18 which states; 'the Complaints Team will then appoint an investigating officer. The investigating officer will, in most cases, be the manager of the service being complained about because of their specialist knowledge. The Complaints Team will liaise with the Service Director, Service Manager or Head of Service responsible for the appropriate department if it is inappropriate to use an investigating officer in the service area concerned. If the complaint is too general, the investigating officer may need to contact the complainant to agree a statement of the complaint, so that points for investigation and the complainant's desired outcomes can be agreed', any complaints made about the complaints manager would be investigated by their line manager, as with any other service area.
2) How many complaints in the last financial or annual (whichever is easiest to report on) year were made against: a) the complaints manager b) the Council's handling of an existing complaint/complaints
A: Between January 2023 - January 2024: a) 2 b) 2
3) Please provide the Job Description and Person Specification for the post of Complaints Manager
A: Please find attached including the exact job description and listing
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
You can browse our other responses or make a new FOI request.