GREATER MANCHESTER POLICE AUTHORITY QUALITY OF SERVICE COMMITTEE. 20 January 2012

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1 GREATER MANCHESTER POLICE AUTHORITY QUALITY OF SERVICE COMMITTEE 20 January 2012 Meeting commenced: 2.00 pm Meeting ended: 3.30 pm PRESENT: Mr. Lee Rowbotham in the Chair Councillor Derek Burrows, Mr Barry Dixon, Councillor Joe Kitchen, Ms Karol Sanderson and Councillor Bernard Sharp OFFICERS IN ATTENDANCE: Sam Frenz, Head of Scrutiny and Engagement Dave Byrne, Strategic Support Officer Assistant Chief Constable Garry Shewan, Greater Manchester Police Chief Superintendent Ian Wiggett, Greater Manchester Police Chief Inspector Mike Dawson, Greater Manchester Police Inspector Jason Eddison, Greater Manchester Police Mike Thornton, Complaints Manager, Greater Manchester Police Sian Williams, Deputy Head of Legal Services, Greater Manchester Police 26. APOLOGIES FOR ABSENCE Apologies were received from Cathy Conchie, Councillor Ateeque Ur Rehman, Assistant Chief Constable Dawn Copley, Chief Superintendent Dave Keller and Superintendent Peter Turner. 27. MINUTES OF THE PREVIOUS MEETING HELD ON 7TH OCTOBER, 2011 A Member referred to action number 2 of minute number 20 which stated that a report detailing the non-conduct complaints being recorded in the Customer Feedback Database be brought to the next Quality of Service Committee meeting to be held on 20 th January 2012, and questioned why the report did not appear to be included on the agenda for this meeting. The Assistant Chief Constable responded to say that the draft report that he had received ahead of the meeting did not cover the question Members were asking through this action, and he asked that he be given more time to produce a report that would address Members concerns. The briefing paper that had been distributed to Members ahead of the meeting provided raw data extracted from the Customer Feedback Database, however it did not provide any in depth analysis to help understand where the entries were originating from. The Assistant Chief Constable reassured Members that they would receive a full report on this matter at the next meeting of this Committee. 1

2 A Member expressed an interest in visiting the Professional Standards Branch to review the Customer Feedback Database and to see how information was entered, stored and analysed. RESOLVED: 1) THAT a report detailing the non-conduct complaints being recorded in the Customer Feedback Database be brought to the next Quality of Service Committee meeting to be held on 16 th March ) THAT a visit be arranged for Mrs Karol Sanderson to review the Customer Feedback Database. 28. MINUTES OF THE DIP SAMPLING SUB GROUP MEETINGS HELD ON 17TH OCTOBER AND 7TH DECEMBER 2011 The minutes of the Dip Sample sessions held on 17 th October and 7 th December, 2011, were noted. 29. MINUTES OF THE MEETING OF THE VOLUNTEER STEERING SUB COMMITTEE HELD ON 22ND NOVEMBER 2011 A Member highlighted that at the meeting of the Sub Committee, the issue of oversized mattresses within the custody cells was discussed, however it was not recorded as a risk for action outside of the meeting. The Member requested that the risk be recorded in the minutes of this committee. RESOLVED: 1) THAT the minutes of the meeting of the Volunteers Steering Sub Committee held on 22 nd November, 2011, be noted. 2) THAT the issue of oversized mattresses in the custody cells be recorded as a risk and entered into the central risk datastore. 30. MINUTES OF THE MEETING OF THE PROFESSIONAL STANDARDS SUB COMMITTEE HELD ON 23RD NOVEMBER 2011 The minutes of the Professional Standards Sub Committee held on 23 rd November, 2011, were noted. 31. MINUTES FROM THE MEETING OF THE PUBLIC CONTACT SCRUTINY SUB COMMITTEE HELD 13TH DECEMBER 2011 The minutes of the Public Contact Scrutiny Sub Committee held on 13 th December, 2011, were noted. 32. TO NOTE AN ITEM CONSIDERED AT THE MEETING OF THE AUDIT AND RISK COMMITTEE HELD ON 15TH DECEMBER, 2011 RESOLVED: THAT it be noted that the Members of the Audit and Risk Committee had reviewed and scrutinised a report relating to Her Majesty s Inspectorate of 2

3 Constabulary and Her Majesty s Inspectorate or Prisons joint inspection of police custody at their meeting held on 15 th December, REPORT OF THE CHIEF CONSTABLE - USER SATISFACTION SURVEYS, INCLUDING AN UPDATE ON THE VICTIMS CODE OF PRACTICE The Chief Constable submitted a report on the user satisfaction surveys, including an update on the victims code of practice. The Assistant Chief Constable informed Members that overall satisfaction performance was 83.6%, which was still under the target of 85%, and despite remaining bottom of the Most Similar Force group, the gap was closing. Members were informed that there was work to be undertaken to understand the drivers of satisfaction on each division. Violent crime was given as an example of where performance needed to be improved. Divisions were being given action plans to challenge them to increase satisfaction performance for victims of violent crime within their area. The Assistant Chief Constable was confident that an improvement on violent crime performance would increase overall satisfaction above the target of 85%. Members were also informed that Greater Manchester Police (GMP) were now ranked joint 30 th out of the 43 forces in England and Wales for satisfaction performance. This was a significant improvement from eighteen months ago where GMP was ranked 42 nd out of 43 forces. Members were informed that the gap in satisfaction between white and black and minority ethnic (BME) service users was currently 3.8% points, with 82.5% and 78.7% satisfaction respectively. The force was continually monitoring this to ensure that the satisfaction gap did not increase. The Assistant Chief Constable informed Members that as part of the delivery of the Customer Service Strategy, there had been four weeks of action already completed, and the pilot Advanced Tactical Customer Services Training had now been completed and was now to be analysed by the National Policing Improvement Agency (NPIA) prior to its rollout across the force. A Member commented that they had taken part in the pilot training and asked that Members be given the opportunity to experience the full training once rolled out. A Member expressed an interest to become involved in any future work around positive initiatives such as the weeks of action. The Inspector responded by inviting Members to a session being held on 6 th February with victims of crime. A Member asked if there were any timescales in place for the evaluation work by the NPIA to be completed? The Inspector responded to say that the force were keen to progress with the training from April 2012, and this would be expressed to the NPIA during their assessment. In relation to the satisfaction performance detailed in the report, a Member asked how the performance of violent crime could differ from division to division. The Assistant Chief Constable responded to say each division was different, not only in their demographic profile, but also working practices. There was work to be done to 3

4 see if the lower performing divisions could learn from those which were performing well. For example the Bolton division was performing well at present for satisfaction following a violent crime, whereas Oldham, with an equally active night time economy, were not performing as well. A Member commented that the report did not seem to provide details of the Victims Code of Practice (VCOP), as stated on the agenda, and that the Police Authority had a statutory responsibility to monitor compliance against this. The Assistant Chief Constable apologised for the omission and reassured Members that the force continued to exceed the target for compliance. Members were informed that VCOP data would be included in the next satisfaction report for this Committee. RESOLVED: 1) THAT it be noted that Members had reviewed and scrutinised the 2) THAT Members be invited to attend the Advanced Tactical Customer Services Training during its rollout across the force. 3) THAT Members be invited to attend the victim focussed Hydra exercise on 6 th February ) THAT the future satisfaction surveys report include an update on compliance against the Victims Code of Practice. 34. REPORT OF CHIEF CONSTABLE - TRENDS IN CONDUCT COMPLAINTS The Chief Constable submitted a report on the trends in conduct complaints covering the period December, 2009 to November, 2011 inclusive. The Chief Inspector informed Members of current performance in relation to complaints received by Greater Manchester Police. Members were informed that complaints of incivility had continued to decrease, a position that had been praised by the Independent Police Complaints Commission in recent press coverage. Members were informed that the Professional Standards Branch continued to work with the Independent Police Complaints Commission on recording decisions. The Branch was developing its processes so that where in doubt, the force would record and then seek dispensation where appropriate thereafter. A Member commented that the decision to record and then dispense where appropriate would provide increased integrity into the complaints system and was welcomed. 4

5 35. REPORT OF THE CHIEF CONSTABLE - LEGAL SERVICES UPDATE The Chief Constable submitted providing an update on Legal Services. The Deputy Head of Legal Services informed Members of the work of the four different units within the Legal Services Team which provided a legal service to officers and staff. Members were informed that the Legal Services Team comprised of 40 full-time equivalent police staff with staff costs of 1.4 million and non-staff costs of 5.5 million, which included the force insurance premiums and reserves totalling 4.7 million. The Deputy Head of Legal Services informed Members that Legal Services were looking at ways to achieve better value for money for Greater Manchester Police. Some litigation work had been brought in house and an employment solicitor had been recruited to manage employment tribunal claims, which may have contributed to the reduction in employment tribunal claims from 29 in 2010/11 to just six in the 2011/12 half year to date. Members were informed that the team also managed the application process for Domestic Violence Protection Orders (DVPOs). Applications were required before the court within 48 hours and Orders could last for up to 28 days. Legal Services provided a 24/7 stand by cover and representation at Saturday Courts. As the pilot only commenced in July 2011, a further update on the usage of the Protection Orders would be provided to Members in a future report. A Member referred to two cases had been won at tribunal and asked whether Legal Services should have settled prior to the commencement of the tribunal. The Deputy Head of Legal Services responded to say that settlement was always considered prior to the commencement of a tribunal, however in the two cases listed in the report, this was not an appropriate option. A Member asked whether the no win, no fee culture had impacted on the work of Legal Services within Greater Manchester Police. The Deputy Head of Legal Services responded to say that initially there was a rise in claims, however, Legal Services had continued to be robust in the assessment process and would challenge claims that had little or no merit. 36. EXCLUSION OF THE PUBLIC RESOLVED: THAT under section 100A (4) of the Local Government Act 1972, the public be excluded from the meeting for the following item of business on the grounds that it involves the likely disclosure of exempt information, as specified in the relevant paragraphs of Part 1 of Schedule 12A to the Act. 5

6 37. REPORT OF THE CHIEF CONSTABLE - UPDATE FROM THE LAST DIP SAMPLING SUB GROUP MEETINGS HELD ON 17TH OCTOBER AND 7TH DECEMBER 2011 being present, as the public interest would not be served in releasing information which was likely to reveal the identity of an individual). The Chief Inspector provided an update from the last two Complaints Dip Sample Sub Groups held on 17 th October and 7 th December REPORT OF THE CHIEF CONSTABLE - DEATHS IN POLICE CUSTODY / AFTER POLICE CONTACT being present, as the public interest would not be served in releasing information which was likely to reveal the identity of an individual). The Chief Superintendent provided an update on recent incidents involving deaths in police custody or following police contact. 39. REPORT OF THE CHIEF CONSTABLE - MAJOR ISSUES UPDATE being present, as the public interest would not be served in releasing information which was likely to reveal the identity of an individual). The Chief Superintendent provided an update on recent critical incidents affecting Greater Manchester Police. 40. TO DISCUSS ANY AREAS OF RISK RELATING TO THIS COMMITTEE. being present as the public interest would not be served in releasing information relating to the financial or business affairs of any particular person (including the authority holding that information) 6

7 Members were asked to highlight any areas of risk arising from the meeting. These risks would be recorded and collated on a central risk datastore. RESOLVED: THAT the risks as highlighted by Members be recorded on the central risk datastore. 7

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