Agenda item

The Complaints, Casework & FOI Lead set out details of the report which summarised the upheld complaints determined by the Local Government and Social Care Ombudsman (LGSCO) and a summary of statutory and corporate complaints during 2023-24. It was noted that there was typo in the report and that the number of Stage One complaints received in 2023/24 should read 773 and not 7773.

A total of 47 complaints were investigated by the LGSCO in 2023/24 of which 43 were determined no further action required and 4 were upheld – which related to SEN. Responding to whether there had been an increase in the number of complaints over the past few years, the Committee was informed that there had been a decrease in the number of complaints over the years and lessons learnt and changes in practices were essential for continuous improvement.

A Member queried how accessible it was for residents to submit a complaint and the Director of Strategy and Engagement informed the Committee that a review of the customer service team was planned which would be an opportunity to reduce the number of contacts residents had to make with the council to obtain the information they required in order to submit a complaint. It was noted that service improvements were critical in order to regain the trust of residents.

Resolved –

(a)  That the summary of upheld decisions by the Local Government and Social Care Ombudsman during 1st April 2023 - 31 March 2024 (Appendix A) be noted.

(b)  That the summary of statutory and corporate complaints during 1st April 2023 – 31 March 2024 be noted.

(c)  That the themes identified and the actions being taken to respond to these be noted.

(d)  That the review against the LGSCO and Housing Ombudsman Codes as set out in Appendix C be noted.