Complaints performance

Holding to account

The way in which the PCC holds Professional Standards Directorate to account includes:

Quarterly meetings between the Heads of PSD and the Office of the Police and Crime Commissioner (OPCC)

• These meetings are an opportunity for the OPCC to directly scrutinise the workings of PSD.

Dip-sampling sessions of complaints handled by PSD

• The Senior Complaints and Review Manager reviews PSD complaints to evaluate how Professional Standards Department respond to complaints.

Oversight led by the Senior Complaints and Review Manager

• The Senior Complaints and Review Manager is responsible for managing reviews into the handling of complaints by PSD.
• Recommendations made in complaints which are found to not be handled reasonably and proportionately are monitored closely.
• Regular meetings are held between the Senior Complaints and Review Manager and PSD to discuss progress in acting on recommendations and rectify issues of oversight.

Report on Professional Standards Department (PSD)

• The PCC request a report on Professional Standards at the Accountability Board and Joint Independent Audit Committee. The reports detail performance metrics which the Head of PSD is scrutinised on by members of the Board/Committee.
• This report includes an outline of:
• PSD composition and resourcing
• Themes and trends in complaints
• Key statistics, such as volume, timeliness and referrals
• Addressing matters arising, such as the use of Body Worn Video
• Misconduct
• Vetting
• Counter corruption work