Minutes:
The
Committee scrutinised the following matters:
Cabinet
Board Proposals
3.1 Social Services Complaints and Representations Annual Report
2015-16
The Committee received the report on the operation
of the Directorate’s Complaints and Representation procedures from 1 April 2015
to 31 March 2016, including comparisons, where relevant, against activities in
previous years, as detailed within the circulated report.
Members were informed that the Annual Report
attached at Appendix 1 provided Members with a summary of the representation
and complaint activities during 2015-16. It was highlighted that there had been
a lot of work undertaken to educate managers and frontline staff to resolve
complaints at first point of contact. There had also been team building
exercises on the lessons learned.
Members noted that there had been 27 stage one
complaints for Hillside Secure Unit and queried who the complaints were from
and the areas they were complaining about. Officers explained that the complaints
had been received by young people in Hillside. The complaints had been
regarding such issues as not enough leisure time and sanctions that had been
imposed. It was noted that it was not uncommon to have these types of
complaints in a secure unit. It was highlighted that the Children, Young People
and Education Scrutiny Committee and Cabinet Board received regular reports on
Hillside, which included information on complaints.
Members asked if Officers recorded the reasons for
all complaints and would they be able to identify any trends. Officers
confirmed that this was the case and there had been progress over the last few
years in complaint resolution at stage one.
Members noted that in table 5 - Complaints Outcomes
2015/16 there was an ‘other’ category and queried what was classed under this
category. Officers informed them that they were complaints that were no longer
under the remit of the Committee, as Trading Standards and Environmental Health
had been the responsibility of the Social Services, Health and Housing Directorate
during 2015/16 and had since been taken over by the Environment Directorate.
Members queried if there was a set length of agreed
extension times for responding to complaints. Officers explained that most
complaints were responded to within ten working days, however, where required an
extension would be agreed with the complainant. There was no set extension time
and it would be dependent on the complexity of the complaint.
Following scrutiny, it was agreed that the report
be noted.
3.2 NPT Homes Progress Report – to September
2016
The Committee received the report to provide
Members with an overview of progress made by NPT Homes in respect of the
promises made to tenants in the Council’s Offer Document, as detailed within
the circulated report.
Members were informed that as part of the Transfer Agreement
NPT Homes provided half yearly update reports to this Committee. The action
plan attached at Appendix 1 showed the status of the promises. It was noted
that no further promises had been completed since the last report,
however, good progress had been made with the Welsh Housing Quality Standards
programme.
Members commented that they had received positive feedback
from residents that had benefitted from new kitchens and bathrooms. Members
noted that in some areas there had been waste left by contractors
that was being used by young people to start fires and this was a
particular concern with bonfire night approaching. It was agreed that this information
would be fed back.
Members were provided with an update on Welfare
Rights and the introduction of Universal Credit. Key working partnerships had
been established with the Local Authority and other support agencies. It was
noted that the Benefits Section had been very helpful.
It was highlighted that NPT Homes had used a
co-design approach with tenants to work on a number of areas of the business,
which allowed a joint approach to work out the best solution together. Residents
were able to identify what was most important to them. There had been success
with this approach for tenants living in accommodation for over 55s and the
same approach was being used for the Anti-Social Behaviour Policy. Members
queried the language used in relation to the co-design approach in respect of
tenants being “happy” to lose some services. It was explained that it referred
to tenants being happy to be involved in the process and able to make decisions
about what services they prioritised.
Members asked if there was co-operation between NPT
Homes and owner/occupiers in their areas. It was explained that any complaints
received from owner/occupiers were taken seriously and they did not distinguish
between tenant complaints and other complaints. If a complaint was regarding a
tenant or their accommodation they would be able to deal with it relatively
quickly. However, it was highlighted that there was nothing NPT Homes could do in
relation to a complaint about a privately owned property.
Members highlighted that they had previously asked
for information on damp in NPT Homes’ properties. This information was circulated
to the Committee during the meeting.
Following scrutiny, it was agreed that the report
be noted.
3.3 Elected Members Visits to Social Care
and Nursing Homes
The Committee received the review of progress to
date following the completion of a Lay Assessor Pilot programme and the
continuation of the programme, as detailed within the circulated report.
Members were informed that the feedback from the
pilot visits had been positive from both the providers and Members involved. It
was noted that there had been a few teething problems that had been addressed
and improved the streamlining of reports. It was highlighted that Officers
monitored the regulatory requirements of Care and Nursing Homes and the visits
from Members provided an extra element and added value.
It was highlighted that there were 26 Care and
Nursing Homes in Neath Port Talbot and each pair of Members would be required
to undertake an average of six visits per year. Members noted that the
recommendation referred to Lay Assessors and asked for clarity on whether this
would be all Elected Members or just the Members of the Committee. Officers
confirmed that it would be the Members of the Social Care, Health and Housing
Scrutiny Committee. Members requested that this amendment to the recommendation
was considered by the Cabinet Board.
Members noted that the visits would be
‘unannounced’ and queried if they would be completely unannounced or would the
home receive any warning at all. Officers confirmed that it would be completely
unannounced, however, homes would be aware that the
programme was in place and what to expect. It was noted that the Members would
meet with the Manager of the Home when they announced themselves and they could
then be made aware of any issues that would affect the visit.
Members asked if monitoring officers visits to the
homes were unannounced. It was explained that normally their visits were
unannounced, except where there was an action plan for improvements in place and
evidence was required from the home during a visit.
Members queried who would set the timetable of
visits and they were informed that Officers would plan the timescale of the
visits and Members could then decide when it would best suit them.
Members asked if newer Members of the Committee
would receive the training that those in the pilot had received. It was
confirmed that they would. It was queried if the training would result in
Members having a preconceived idea of what they should look for in the Homes
and they were not experts. Officers explained that the training was regarding
dignity in care and dementia in care to help to prepare Members to react appropriately
in certain situations.
Members requested more detailed feedback on the
pilot project and how successful the programme had been. Officers elaborated on
the positive outcomes that had resulted from the visits, which included some
improved policies and in one home the replacement of a carpet. It was agreed
that a detailed summary of the findings would be reported at a future meeting
of the Committee.
Members asked when the programme would commence and
they were informed that it was likely to be the beginning of 2017, as this
would allow time for the remit of the programme to be discussed with the Care
Homes.
Following scrutiny, the Committee was supportive of the proposals
to be considered by the Cabinet Board, with the amendment that Members of the
Social Care, Health and Housing Scrutiny Committee be specified as the Lay
Assessors.
3.4 Information, Advice and Assistance
Service
The Committee received the report on the existing
Family Information System to be developed to help meet the new statutory duty
on Social Services to establish an Information, Advice and Assistance Service,
as detailed within the circulated report.
Members were informed that Officers were unable to
present the report due to other urgent commitments.
Members commented that they welcomed the proposals
and were pleased that the Service was being developed in house. It was noted
that other organisations had outsourced similar services and they had not
worked well.
Following scrutiny, the Committee was supportive of
the proposals to be considered by the Cabinet Board.