Dip sampling of public complaints

Report: 8
Date: 12 April 2007
By: Chief Executive and Clerk

Summary

The purpose of the report is to provide a brief update in respect of work undertaken by the MPA’s Professional Standards Officer both in furtherance of the dip sampling protocol and in support of the local resolution project.

A. Recommendations

That

1. members note the progress that has been made in respect of the MPA’s dip sampling of closed complaints files and in furtherance of the local resolution project; and
2. Note the invitation to attend the IPCC and Brent Police Local Resolution Seminars.

B. Supporting information

Background

1. The outcome of the MPA’s review of a selection of closed public complaints files has been provided to the Independent Review Team (‘IRT’) within DPS in furtherance of organisational learning.

2. Details of how DPS has utilised the information and responded to the specific findings will be reported at a future PSCC meeting.

3. The findings, as shared with DPS, are as referred to at Appendix 1 (to note: the headline findings were reported at the PSCC meeting in February 2007. However, since that date a more detailed analysis of complaints files has been undertaken and comprehensive feedback provided to IRT).

Update on the progress of IPCC’s Local Resolution Project in the borough of Brent

4. On 20 April, 10, 18 and 30 May 2007, a series of half-day seminars will take place at the Territorial Police Training Centre at 111 Buckingham Palace Road. The purpose of those seminars is to build a shared understanding of the local resolution procedures, to increase officer confidence in its application and thereby encourage a higher rate of allegations being locally resolved.

5. The seminars will provide an opportunity for discussion on the associated benefits and limitations of the local resolution procedures. Officers will also be encouraged to take part in a series of practical exercises which will require them to utilise their problem solving skills and develop innovative ways to resolve a number of model complaints (case studies).

6. The principal attendees will be Sergeants, Inspectors and Chief Inspectors from the Borough of Brent. PSCC Members have also been invited to attend, either as observers or as participants. Further details will be made available to Members following a meeting with the IPCC on 11 April 2007.

7. Mark Tolland, Borough Commander will open the event and presentations will be made either by David Petch or Deborah Glass, IPCC Commissioners for London and the South East region. The PSCC Chair and MPA’s Deputy Chief Executive have also been invited to participate in a plenary session.

MPA’s dip sampling of complaints locally resolved on the borough of Brent

8. In May 2006, when the MPA reported the findings of its review of a selection of locally resolved public complaints files, it came with the acknowledgment that although the MPA had attempted to evaluate whether complainants were satisfied with the outcome of the process, the only measure of this was whether or not the complainant had subsequently appealed to the IPCC.

9. The MPA further acknowledged that an appeal to the IPCC was not singularly indicative of the degree of confidence, or lack of, that complainants had in the police and the local resolution procedures.

10. The MPA therefore made the recommendation that consideration be given to providing complainants and officers, who have been the subject of complaints resolved under the local procedures, with the opportunity to provide feedback. It was proposed by DPS that Prevention Command, in conjunction with DPS Investigations Command, would progress the quality of service issues.

11. Since the date of its report in May 2006, as far as the MPA is aware, quality of service issues relevant to the use of local resolution by the MPS have not been examined.

12. In an effort to better understand and address potential quality of services issues, whilst working in conjunction with the IPCC’s Local Resolution project, the MPA will, with input from officers within DPS IRT and with the support of the Police Federation, conduct a qualitatitive analysis exercise by contacting complainants and officers directly [to note: an overview of the project activity was reported at the PSCC meeting in February 2007].

13. The activity will mirror aspects of the research as conducted by Kings College London (‘KCL’) and funded by the IPCC and National Lottery Community Fund. The aim of that research, which focused upon West Mercia and Cleveland constabularies, was to monitor new and existing ideas for locally resolving complaints. The researchers concluded that there were instances where local resolution was not being used to its full potential and that in general the overall quality of the local resolution process could be improved.

14. KCL further acknowledged that, if used properly, local resolution could provide an opportunity for “user feedback” and “constructive engagement between the police and the public it serves” [Local Resolution: the Views of Police Officers and Complainants: KCL, Jan 2007].

15. By applying a similar research methodology, as that applied by KCL, to complaints that have been locally resolved in Brent, the MPA hopes to identify borough specific trends and issues in the way local resolution is delivered. A subsequent dip sampling exercise, which will post date the IPCC’s training sessions, will also act as an impact assessment on the benefits of providing better training for officers on the local resolution process and will highlight any specific improvements in service delivery.

Next steps

16. With the assistance of DPS IRT and PAU, the MPA has recently submitted an initial request for provision of all complaints files that were resolved under the local resolution procedures on the borough of Brent in 2006. Access to 111 closed complaints has been requested from which a random sample will be subject to review. It is anticipated that the complaints files will be made available to the MPA by the end of April 2007. DPS IRT has offered to assist in the project by reviewing and reporting on the standard of complaints handling on 10 files.

17. In addition, the MPA will contact complainants and officers, who have been the subject of the locally resolved complaints. The Research Analyst within the MPA’s Planning and Performance team will collate officer and complainant responses and will conduct a qualitative analysis of the survey data. The MPA’s analytical activity is now expected to commence towards the end May 2007; this is slightly later than was originally intended.

18. Updates on the progress and outcome of the local resolution project will continue to be reported at future PSCC meetings.

C. Race and equality impact

1. Work undertaken by the MPA and MPS in furtherance of the dip sampling protocol derives from recommendations of the Morris Inquiry to ensure that complaints are handled in a fair, proportionate and timely manner.

2. The principal purpose of the 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 positive changes to complaints handling procedures to ensure complainants’ communities’ and police officer/staff confidence in the process.

D. Financial implications

There are no direct financial implications arising from this report. However, as previously reported, there would be a future cost implication if members of the public were to be remunerated for their participation in the local resolution project.

E. Background papers

None.

F. Contact details

Report author(s): Claire L Lister, MPA

For more information contact:

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

Appendix 1

Summary of MPA review findings

1. Inappropriate classification of a complaint which included allegations of “rudeness”, “unfair comments” and “oppressive behaviour” as a matter of direction and control;

2. Inappropriately defining a complaint regarding the failure to make application for a summons within the prescribed time limit, which resulted in the case being dismissed as a matter of direction and control;

3. Failure to investigate allegations of mistreatment upon arrest, including allegations of a failure to advise of rights, incivility and handcuffing causing injury, on the grounds that officers were acting lawfully as the complainant fitted the description of a suspect for an armed robbery;

4. Poor file management: irrespective of put away checks having been completed, confidential information relating to a murder investigation was found to be attached to a complaints file relating to an unassociated public complaint concerning officer “rudeness” and “abusive behaviour”.

5. Failure to properly apply the Local Resolution procedures.

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