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There is no summary of this meeting yet. One is written once the council publishes the minutes. The agenda and papers are below.
Apologies from Cllr Ian Thomas
No declarations were made
Approved
Presented by S Jones and G Lewis In response to members questions officers confirmed the following; · All complaints are logged and shared with relevant managers immediately. · In Social Services, complaints are used as learning opportunities whether upheld or not. · Lessons learned are identified, processes reviewed and practices adjusted where appropriate. · Quarterly complaints data is shared with senior management and the Ombudsman, allowing trends to be monitored. • Legal Services self-evaluation has identified improving feedback loops to services as an area for development. • Themes from complaints are increasingly used to improve policy and procedure, rather than responding case-by-case only. · High complaint volumes often reflect universal services affecting all residents. · The vast majority of complaints are now submitted online or by email. Telephone complaints are still received, particularly from residents requiring assistance. Paper complaints are now very rare. · Ombudsman data shows Merthyr performs well in terms of complaints per population and escalation rates. · Complaints relating to ALN and admissions are dealt with corporately. Education complaint figures can be included in future reports. Members thanked officers for their report.
Presented by S Jones In response to members questions officers confirmed the following; · Annual review is considered appropriate due to frequent policy and governance changes.
Presented by A Wathan In response to members questions officers confirmed the following; · Incomplete or partially completed audits will usually roll forward. · Yes, suggestions for additional audit areas will be considered alongside priorities and capacity constraints.
Presented by A Wathan In response to members questions officers confirmed the following; · Access issues are rare and usually resolved quickly through discussion, escalation routes exist if needed but have rarely been required. · Awareness-raising has improved understanding of internal audit’s role.
Presented by S King In response to members questions officers confirmed the following; · Future reports will include clearer commentary where actions are overdue.
· The Committee reviewed the proposed agenda for June 2026. · Members requested early circulation of accounts and governance documentation when available.
The Chair noted a collective desire to return to in-person meetings where possible.
No other business was deemed urgent
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