Police Complaints Information Bulletin
Force Commentary Sheet
Reporting Period: April 2012 – September 2012
Police Force: Dyfed Powys
Commentary:
Dyfed-Powys welcomes the new quarterly bulletin from the IPCC. The
bulletins and annual reports are utilised as a key performance monitoring tool,
and the latest figures highlight that the Professional Standards Department
(PSD) has made further improvements in a number of key performance
framework areas.
It is pleasing to see that there has been a further increase in relation to
complaint cases being recorded within 10 days. At the end of Quarter 2 this
was 93% - an increase of 8% in comparison to the same period last year
(SPLY). Moreover, in comparison to other forces – Dyfed-Powys is 16%
higher than the national average. The continuous improvement in this
performance area over the past 2 years is evidence that the Department’s
streamlined administration practices have borne fruit.
It is also pleasing to see that the average number of days taken to finalise
complaint cases (both including and not including sub judice) has reduced
significantly. For Quarter 2 the average number of days taken to finalise cases
(not including sub judice) was 104 – a reduction of 40 days on the
corresponding period last year (SPLY). The average number of days taken to
finalise cases (including sub judice) was 124 – a reduction of 43 days on the
SPLY.
Dyfed-Powys recognises that the average number of days taken to finalise
allegations by local investigation has increased in comparison to the SPLY,
and is considerably higher than the Most Similar Force (MSF) and national
averages. However, it is worth noting here that in many instances timeliness
will be influenced by factors outside of PSD control – such as having a
number of complex and protracted cases, and allegations that are categorised
as sub judice (i.e. that is where investigations are suspended pending the
outcome of criminal proceedings). Factors such as these can have a
significant impact upon timeliness. It is also worth highlighting that DyfedPowys strives to accord with the ethos of ‘getting things right first time’ and
places an emphasis on providing complainants with a high quality outcome in
the first instance. Providing high quality outcomes can extend timescale, and
in most instances reasons for delay are acceptable to complainants who seek
answers and explanations in respect of the various grievances expressed.
Nonetheless, Dyfed-Powys recognises the importance of timeliness and it is
for this reason that a ‘Timeliness Action Plan’ has been developed and
introduced. The Action Plan includes an emphasis on proportionate
investigations in line with the IPCC Statutory Guidance, as well as the more
timely administration of investigation reports. The Department is confident that
the Action Plan and associated measures put in place will have a positive
impact on future performance framework statistics. It is worth noting here that
improvements are already being seen in relation to the average number of
days taken to locally resolve complaints – at the end of Quarter 2 this was 78
days which is 26 days less than the SPLY.
Dyfed-Powys acknowledges that the number of allegations per 1,000
employees has increased to 203 from 145 in the SPLY. However, whilst this
figure shows a considerable increase, it is indicative of robust recording
practices. It is also worth noting that this can impact upon the time taken to
investigate complaints due to volume.
The percentage of appeals upheld stood at 28% at the end of Quarter 2.
Whilst it is disappointing that this represents an increase of 19% in
comparison to the SPLY, it should be noted that it is still significantly less than
the MSF and national averages which both stand at 44%. Furthermore, in
relation to appeals to the IPCC as a percentage of allegations completed by
local and supervised investigations – it is worth noting that the figure to the
end of Quarter 2 was 14% - considerably lower than both the MSF average
(21%) and the national result (19%).
To add some context in relation to the upheld appeals in Quarter 2 only it is
notable that no investigation appeals were upheld during this quarter. One
non-recording appeal was upheld with the Force being directed by IPCC to
record, and one local resolution appeal was upheld.
Historically, in Dyfed-Powys and elsewhere, the categories of ‘incivility’ and
‘neglect’ have attracted the highest percentage of complaints. It is
encouraging to note that in Quarter 2 Dyfed-Powys has seen a reduction in
both of these complaint categories.
‘Incivility’ accounted for 12% of
complaints in Quarter 2 (18% in the SPLY). This is also lower than both the
MSF average (15%) and the national result (16%). ‘Neglect’ accounted for
24% of complaints (27% - SPLY). This is also lower than both the MSF
average (32%) and national result (29%). Reductions in these areas are partly
attributable to the approach of trying to resolve issues of low level
dissatisfaction without the need to adopt the formal complaints route, coupled
with a growing culture within the organisation of effective service recovery.
As highlighted previously - it is worth noting that the total statistical workload
of Dyfed-Powys PSD is more than double what it was in 2004/5. This
highlights the volume of work that the Department has to undertake which is
further influenced by protracted and complex volume cases. It is also worth
highlighting that the level of staffing resource within PSD has remained
unchanged since 2004/05. Therefore, it is particularly pleasing that
improvements have been achieved with the same number of staff dealing with
twice the volume of work. It is also evidence that Department is open to
change and is committed to constantly reviewing administration practices and
identifying more efficient ways of working.