Decision details

To suspend Corporate Core Complaints, FOIs and members case work.

These services are provided by the contact centre and are Priority 2 from a business continuity perspective. There is a need to divert resources to Priority 1 services at this time, including call agents handling calls to the community hub from vulnerable residents.

Therefore, it is proposed to suspend these services temporarily.

This will be in line with the decision made around Children’s Services Complaints made on 30/03/2020:

1. Unless there is a safeguarding concern, complaints falling under the remit of the following areas will not be responded to:

• Children’s Social Care Complaints
• Children’s Corporate Complaints (including school transport & SEN)

2. The processing of Subject Access Requests (SARs) and Freedom of Information Requests (FOIs) will be temporarily ceased. We will however continue to respond to Protocol Compliance Disclosure Requests (PCDR) to assist the Police in criminal activity.