Bedfordshire Police Performance
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Information Documents from Bedfordshire Police Force for Delivery and Beating Crime Board
Holding Bedfordshire Police Force to Account
How the force is measuring complainant satisfaction.
The Professional Standards Department (PSD) and Customer Support do not send out satisfaction surveys for complaints. Satisfaction is measured by the number of Reviews which have been received by the IOPC and OPCC and submitted by complainants.
Progress updates on implementing relevant recommendations made by the IOPC and/or HMICFRS in relation to complaints handling, or where recommendations were not accepted an explanation as to why.
IOPC recommendations are reviewed by the Professional Standards Department and are reported on via the governance board and recorded in Centurion (Complaint System). Bedfordshire Police and PSD have an obligation to update the IOPC in relation to any recommendations that are made and the proposed actions to implement these.
A summary of any mechanisms put in place to identify and act on themes or trends in complaints.
The Professional Standards Department complete processes within this category which are explained below.
A summary of systems in place to monitor and improve performance in the timeliness of complaints handling.
Timeliness of complaints is reviewed by PSD and Customer Support. PSD investigations are monitored by DS roles in the investigation team. Any Schedule 3 complaint which exceeds the 12 month period, the OPCC will be notified of this and the reasons behind it. The OPCC also monitors the timeliness of complaints when completing Dip Sampling.
Quality Assurance mechanisms in place to monitor and improve the quality of its responses to complaints.
PSD ensure that all complaints which have been allocated out to area are Quality Assured before final sign off. However this does not happen for complaints which are being investigated by PSD themselves. The OPCC also monitors the quality of response and the complaint in full, when completing PSD Dip Sampling.
Details of the administrative arrangements the PCC has put in place to hold the chief constable to account for complaints handling e.g. frequency of meetings and a summary of discussions.
The OPCC completes monthly Dip Sampling of PSD (Schedule 3 complaints). The OPCC is finalising a project in regards to Dip Sampling Lower dissatisfaction complaints which have not been recorded under Schedule 3, which is due to start in September 2021. The OPCC will be completing a Transparency Quarterly Report where PSD Dip Sampling and Customer Support Dip Sampling will be presented to the Force Exec each Quarter to cover any findings or concerns which the OPCC has, this will commence in September 2021. The IOPC/PSD and OPCC (Tri-Force) hold quarterly meetings to discuss complaints handling.