MPA dip sampling of public complaints

Report: 12
Date: 10 November 2005
By: Chief Executive and Clerk

Summary

At its meeting on 8 September 2005, Members agreed the Deputy Chief Executive’s proposal that a panel of MPA officers undertake the review of MPS closed public complaints files. It was further agreed that the outcome of the review should be reported to the Professional Standards and Complaints Committee (‘PSCC’) and that exceptional cases be referred to the Committee for further consideration.

The purpose of this report is to inform Members of the work that has been undertaken in relation to the dip sampling of a selection of closed complaints files and to agree a process for the dissemination of information arising from the MPA officers’ review of cases.

A. Recommendations

That

1. the work that has been undertaken to review closed public complaints files noted; and
2. members agree a process for considering the conclusions of the MPA officers’ review of the MPS’s handling of public complaints and approve the procedure for providing feedback to the Directorate of Professional Standards.

B. Supporting information

1. MPA officers have undertaken a review of an initial selection of closed public complaints files. A sample of 15 files was requested of which 10 have so far been received. The request for the remaining five is extant.

2. Five closed public complaints have been reviewed and reports have been prepared in respect of each of these cases (a copy of an anonymised report for one of the complaints files appears as an attachment to this report at Appendix 1 (exempt item) and a summary of the key findings in respect of all of the cases dip sampled to date appears at Appendix 2 (exempt item)). The reports detail the MPA officers’ assessment*1 of the standard of the complaints handling and include, for example, an evaluation of:

• the standard of customer service provided;
• the content, timeliness and frequency of communications with the complainant and officer concerned;
• recording practices and an assessment of whether relevant procedures and Statutory Guidance have been followed;
• terms of reference and investigation plans;
• whether the IPCC has been appropriately involved in the resolution of the complaint i.e. referral for investigation, application for dispensation or discontinuance;
• the appropriateness of using local resolution procedures;
• equalities and diversity issues, including appropriate ethnicity recording.

3. The Chair and Deputy Chair of the Professional Standards Committee have received copies of the MPA officers’ assessment of the individual complaints’ files. For the future, does the Committee want all Members of PSCC to receive copies of the assessment reports?

4. The intention is to report the outcome of the dip-sampling exercise at each PSCC meeting. A summary of the general findings will be provided to Members in the open session of the meeting. However, discussions about exceptional cases and issues relevant to specific complaints will be classified as exempt information as defined in paragraph 1, Schedule 12a of the Local Government Act 1972.

Provision of feedback to the Directorate of Professional Standards:

5. Copies of the reports have been circulated to the Deputy Director of the Directorate of Professional Standards. However, it has not proved possible, in the time available before the PSCC meeting, to obtain any feedback. However, as the procedure for dip-sampling complaints’ files gains momentum, DPS will in the future be invited to respond to the MPA’s observations on individual cases. In addition, DPS will be asked to confirm in writing whether, in light of feedback provided by the MPA, changes have been, or will be made to complaints handling procedures. Any response submitted by DPS will be presented for consideration at a future PSCC meeting.

Sharing dip sampling with the Independent Police Complaints Commission:

6. The Independent Police Complaints Commission (‘IPCC’) have a general guardianship role in relation to the complaints process, and MPA is committed to work collaboratively with IPCC. Therefore, it is proposed that the dip sampling assessments by MPA officers will be shared with IPCC.

C. Race and equality impact

The proposals in the report espouse the recommendations of the Morris Inquiry, to ensure that complaints are resolved in a fair, proportionate and timely manner. The principal purpose of the dip-sampling protocol is to provide the MPS with feedback on the standard of complaints handling by identifying examples of best and worst practice. Where necessary, recommendations will be made to effect changes to complaints handling procedures to ensure that complaints are handled in accordance with legislation, guidance and in a manner which is responsive both to complainants and to officers who are the subject of complaints.

D. Financial implications

There are no direct financial implications arising from this report. It is anticipated that the cost of implementing any recommended changes to the MPS’ complaint handling procedures will, for the time being, be absorbed in the current budgetary allocations for the DPS Fundamental Review Programme.

E. Background papers

None provided.

F. Contact details

Report author(s): Claire L Lister

For more information contact:

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

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