Mystery shopper update

Report: 6
Date: 09 Jun 05
By: Commissioner

Summary

This report provides an update on work undertaken to improve complaint-recording practices in response to the findings of the quality assurance exercise (mystery shopper).

A. Recommendations

That the report be noted.

B. Supporting information

Background

1. In May 2004, the Directorate of Professional Standards (DPS) tasked the Metropolitan Police Service (MPS) Inspectorate with assessing performance relating to the initial recording of complaints against police. The MPS Inspectorate employed Quality Assurance Check (QAC) methodology to deliver a scenario devised by the DPS to each Borough Operational Command Unit (BOCU).

2. QAC operatives attended police stations on each BOCU and attempted to report a complaint. The scenario was based on a stop and search conducted by plain-clothes officers on an Asian male in a public place. During the search the officers used racially offensive language. A trained Quality Assurance Check Operative (QACO), purporting to have witnessed the incident, reported the fictitious search to police. The operative provided a description of the officers, a partial vehicle registration, a description of the Asian male and described the words and conduct used by the officers during the search. At the conclusion of each deployment operatives completed a questionnaire, recording service delivery at each stage of the process.

3. Recording the complaint and forwarding a copy of the form 3352 to DPS achieved success. BOCUs were also credited with partial success if no senior officer was available to deal with the complaint at the time of deployment, but subsequent contact was made with the operative via the telephone. Members have been provided with a breakdown of individual BOCU performance.

4. Overall results were:

• Success – 30%
• Partial success – 33.3%
• Failure 36.6%

5. A recovery action plan was developed and taken forward under the direction of Deputy Assistant Commissioner (DAC) Brian Paddick. The recommendations and current status are highlighted below.

Recommendation 1 - The MPS should consider displaying corporate complaint literature in the front offices of police stations.

6. ith the assistance of the MPS Independent Advisory group (IAG), Independent Police Complaints Commission (IPCC) and staff associations, three internal leaflets have been distributed to police staff, police officers and supervisors. The leaflets detail the process when a member of staff is the subject of a complaint and guidance on how to deal with a complainant.

7. In addition, leaflets have also been produced for use at police stations to inform members of the public the process when they wish to make a complaint.

Recommendation 2 - The MPS should consider appointing Sergeants as the first point of contact for referring complaints against police.

8. Territorial Policing has considered this and the decision made that Sergeants will take on the role by default if an Inspector is not immediately available. This message has been reinforced during the ‘Local Resolution’ training provided by DPS to supervisors.

Recommendation 3 - The MPS should consider other methods of reporting complaints, other than at a police station.

9. On the 6 December 2004, the Directorate of Professional Standards, on behalf of the MPS opened a Reserve Desk to provide support and guidance on professional standards issues to police officers, police staff and members of the public. The Reserve Desk provides the additional role of allowing members of the public to report complaints direct to the DPS.

10. From the 6 December 2004, to 18 May 2005 the calls to the Reserve Desk are as follows:

• Total calls 1831
• External call 1092
• Internal calls 739

11. Of the external calls a 150 complaints have been recorded direct.

Recommendation 4 - The MPS should consider a communication strategy that would reinvigorate the knowledge and understanding of the complaints process throughout the MPS.

12. An internal communications strategy has been implemented to address this recommendation. As mentioned leaflets have been distributed to staff and the issues have been reinforced in training conducted by the DPS. In December 2004,an article was published in ‘The Job’, the newspaper for the MPS, which highlighted the roles and responsibilities of staff in relation to complaint handling.

Recommendation 5 - The QAC is repeated after the changes have been embedded in the organisation.

13. Consultation has continued with stakeholders such as the IPCC and the MPS Independent Advisory group (IAG). Detective Chief Superintendent Bussey has presented the findings of the exercise to the IPCC Deputy Director, Mr Wadham, and the London Commissioners. In addition, DAC Paddick has provided the IAG with feedback and details of the action plan. The IAG have contributed to the format of the internal and external leaflets. Both the IAG and IPCC have requested to be involved in devising scenarios for future quality assurance exercises relating to complaint handling.

14. It is now over a year since the quality assurance exercise was conducted. Significant progress has been made with the assistance of key stakeholders and as such consideration should be given to conducting a similar exercise in liaison with members of the Professional Standards and Complaints Committee.

C. Race and equality impact

1. The MPS has created a national database of police operatives to allow forces to undertake sensitive quality assurance checks.

2. The scenario that was used on this occasion was based on a stop and search conducted by plain-clothes officers on an Asian male in a public place. During the search, the officers used racially offensive language creating a clear expectation that the complaint would be of sufficient gravity to be recorded as such. To be of value, the next exercise needs to use a similar scenario.

D. Financial implications

The total cost of this series of quality assurance checks was £12,838 which was contained within existing budgets. This figure reflects the set up costs for the generic training of the operatives and the creation of the national database.

E. Background papers

None.

F. Contact details

Report author(s): DCS Carl Bussey

For more information contact:

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

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