Cllr Dave Mitchell said at the original meeting it had been deferred because of the Localism Bill. He accepted the recommendations and would monitor it closely. He could see the reason behind the question about where it would go to if it was out of Bill [Norman]’s hands. He said legal could take 2 1/2 hours to explain why.
Stella Elliott asked about timescales compared to those used by the Local Government Ombudsman report into complaints investigation.
Surjit Tour said they were investigated within 12 weeks. Standards for England investigated within six months. The reasons for slippage were justifiable. There was a clear timetable, however if it was not possible to adhere to they would state why there had been slippage.
Cllr Bob Wilkins said a benchmark and summary would be helpful regarding judgement in the future. However they should adopt the protocol and timescales which would improve the results.
Cllr Chris Blakeley said he accepted the protocol, but how would existing complaints be dealt with? Others had just drifted along.
Surjit Tour said some cases would be assimilated into the framework, the timetable would ensure they were dealt with promptly.
Cllr Les Rowlands said he agreed with the comments and accepted the protocol as a step forward. However he had worries about the excuses of falling behind due to lack of staff. He saw the protocol as the way forward, but how would they step up?
Surjit Tour said they were conducting a review in the Law, Human Resources and Asset Management department. Introduction of the Key Resource Indicators System (KRIS) management system should help. He was confident in the level of resources moving forward. Matters would progress in a timely fashion and the deadlines would be translated into practice.