Report Summary
This report provides members of the Complaints & Conduct Committee with an overview of Non-Criminal Complaints Update (Operation Glade).
To access the full document please open the PDF document above.
To view as accessible content please use the sections below. (Note that tables and some appendixes are not available as accessible content).
Meeting
The publication discussed was referenced in the meeting below
Complaints & Conduct Committee - 13 November 2025
Date : 13 November 2025
Location : Online
Complaint Learning/Benchmarking
Superintendent Mann continues benchmarking conversations and learning via the National Complaint Handling Development Group (NCDHG) next scheduled for December 2025. Detailed meetings have taken place with West Midlands Police, Scottish Public Services Ombudsman, Edinburgh City Council, BTP and NHS.
Common themes of best practise in terms of complaint handling are as follows:
- Enhance Front Line Resolution to reduce complaint investigations
- Simplify administration processes
- Ensure final letters are brief and succinct, accessible to all
- Robust management processes
- Performance management of staff/ investigation teams
- Timescales/deadlines set for stages of investigation per category
- Transparency regarding timescales and delays
- Automation of determination letters
- Complaint handler incentive schemes – divisional awards
Hertfordshire Constabulary will present at the next NCHDG regarding complaint handling and learning they have taken from using Artificial Intelligence and changing their complaint handling system.
The external BDO audit has completed with a final report being shared with key stakeholders for review and comment. The output of these recommendations will aim to improve processes and introduce efficiencies across the business area.
