Complaints management information

Report: 6
Date: 19 December 2002
By: Commissioner

Summary

This report illustrates data for the period May to October 2002/03. It focuses on the key changes or exceptions within the data as the nature of the figures and emerging trends are slow to change.

The Directorate of Professional Standards (DPS) have set a target for the reduction in the number of public complaint cases where the investigation is over 120 days old. The objective is to reduce the number of ‘live’ cases, under investigation by Internal Investigation Command (IIC), by 40% between now and the end of January 2003.

The number of public complaint and internal investigation cases where the investigation has commenced but are not yet completed i.e. ‘live’ cases have been incorporated into the Key Performance Indicator table at Appendix 1.

Following the reconciliation of records held on the grievance database the diversity data relating to 2000/01 and 2001/02 in Appendix 2 has altered.

A. Recommendations

Members are asked to note the report

B. Supporting information

1. The summary of DPS performance indicators is attached at Appendix 1 and focuses on timeliness, quality and outcomes.

2. The diversity information is attached at Appendix 2.

Key performance indicators

3. This report focuses on the key changes or exceptions within the data as the nature of the figures and emerging trends are slow to change.

4. The data provided in appendices is initially collated for the production of the DPS Monthly Management Report (MMR), which is an agenda item at the monthly DPS senior management meetings. Due to the legislative requirements which dictate the timeliness for the preparation of the paperwork for the Professional Standards and Complaints Committee the data can appear dated by the time it is discussed.

Complaints reduction

Public complaints (BVPI 21) – row 1 Appendix 1

5. The number of public complaint allegations continues to reduce when compared to the previous year. With the exception of June 2002 the monthly target of less than 412 allegations recorded has been met during the period May to October 2002.

6. The reduction in the number of public complaints mainly relates to minor allegations thus allowing DPS to concentrate on the investigation of more serious public complaint allegations and internal investigations and improving the timeliness of these investigations.

Public complaints finalised – row 9 Appendix 1

7. At the last meeting members expressed concern regarding the number of ‘live’ cases under investigation exceeding the number finalised during the same period therefore forming a backlog that would impact on timeliness.

8. Comparing the totals in row 1 Appendix 1 with row 9 Appendix 1 shows that at the end of October 2002 DPS had recorded 2072 allegations but finalised 2115.

9. It should be considered that not all allegations recorded in a period will be finalised in same period and furthermore the process relating to the resolution and recording immediate informal resolutions means that there is often a temporary shortfall in data relating to this outcome. These figures stabilise after approximately two months has passed.

10. The difference between the number of allegations recorded and allegations finalised fluctuates due to natural variation so a better indication of performance is the number ‘live’ cases under investigation that has been introduced at row 10 Appendix 1.

11. The figures at row 10 Appendix 1 show that there is a downward trend in the number of public complaint cases under investigation. There is no discernible trend in the number of current internal investigations.

Timeliness – rows 10/11 Appendix 1

12. In recognition of the backlog that exists in the number of public complaint cases where the investigation is over 120-days old DPS have set a target for the reduction in the number of cases.

13. The objective is to reduce the number of ‘live’ cases under investigation within the Internal Investigation Command (IIC) by 40% between now and the end of January 2003. The case reduction target is based on a 40% decrease in the number of cases shown on the Investigating Officer Workload Analysis (IOWA) for 22/10/2002 compared with the IOWA produced on 31/01/03.

14. The target is particularly challenging as it requires attention to those cases entering the ‘over 120’ during band during the period 22/10/2002 and 31/03/03 in addition to those already over 120 days in October.

15. The backlog is being tackled by the prioritisation of cases, allocation of overtime to devote to this particular initiative and weekly monitoring against the targets.

16. It is acknowledged that there will be some cases where finalisation by 31/01/2003 is unlikely for example where an officer is on long term sick.

CPS decisions – row 14 Appendix 1

17. The average number of days taken for the CPS to reach a decision from receipt of the report has continued to rise increasing by a further day since the time of the last report.

PCA decisions – row 15 Appendix 1

18. The average number of days taken for the PCA to make a decision in regard to granting a dispensation has reduced for two consecutive months from 40 days in August 2002 to 38 days in October 2002.

19. As predicted by the PCA the average number of days taken for them to make a decision in regard to an investigation has risen again over the same period months from 66 days to 73 days.

Suspended officers – row 7 Appendix 1

20. The figures illustrate the number of officers currently suspended at the end of each period. The diversity information presented at row 7 Appendix 2 shows the number of officers suspended during the period together with their ethnicity and gender.

Misconduct decisions – row 12 Appendix 1

21. The percentage of misconduct decisions made within 20 days has consecutively met or exceeded the target in the period May to October 2002.

22. Following a concern raised by members relating to police officers disciplinary matters, particularly the officer-sanctioning guidelines, the following paragraph represents the progress being made in this area.

23. Sanctioning guidelines for board members and Assistant Commissioners conducting post-board reviews are being prepared. Legal advice indicates that an incremental approach would be open to challenge so the full suite of guidance is likely to be introduced in the spring of 2003. This work is being conducted with full consultation with staff associations.

Misconduct hearings – row 13 Appendix 1

24. Following the clarification sought by members at the previous meeting it is confirmed that the average number of days ‘from decision to misconduct hearing’ is actual days and therefore includes non-working days such as weekends and bank holidays.

Diversity information

Grievances – row 14 Appendix 2

25. Following the reconciliation of records held on the Grievance database the data has altered for 2000/01 and 2001/02. The number of grievances in both years has reduced, particularly amongst White employees. This has resulted in a slightly increased percentage of grievances taken out by minority ethnic employees.

26. The data produced in Appendix 2 was submitted to a meeting of the Home Office & National Black Police Association (NBPA) and was recognised to be good practice.

C. Equality and diversity implications

1. The data provided in Appendix 2 outlines the equality and diversity issues related to the equality and diversity implications work of the Directorate of Professional Standards. As mentioned in previous reports this data has been subject to separate analysis to ascertain the actual areas of disproportionality as opposed to the apparent levels. Following meeting with the Independent Advisory Group (IAG) further work is underway to look at the work of Employment Tribunals and Grievances with a view to addressing disproportionality in these areas.

2. In a number of categories there are no longer any minority ethnic officers represented. The categories where they are absent tend to be those where the actual numbers are small. This highlights some of the difficulties in identifying trends and patterns where the data is small.

D. Financial implications

There are no financial implications arising from this report.

E. Background papers

None.

F. Contact details

Report authors: Michael Clark and Chris Bourlet

For more information contact:

MPA general: 020 7202 0202
Media enquiries: 020 7202 0217/18

Send an e-mail linking to this page

Feedback