Issue - meetings

The Committee gave consideration to the Local Government Ombudsman Annual Review of Complaints 2020/21.

Caroline Lee, Head of Revenue and Benefits provided an overview of the report to the Committee.

It was reported that the Local government and Social Care Ombudsman (LGSCO) had published its annual review for complaints. The Council had received 911 complaints of which 55 were reviewed (6 %) by the LGSCO.

Of those 55 complaints 15 were investigated (1.6%) and 10 were upheld which was 67% compared to an average of 72% in similar authorities.

It was reported the Council worked hard to resolve complaints at an early stage in the complaints process to avoid the need for residents to pursue issues further.

Unfortunately the LGSCO did not consider that the Council had provided a satisfactory remedy in the 10 cases it upheld, before the complaint reached the Ombudsman. This compared to an average of 11% in similar authorities.

The Committee was advised that the Complaints Service had recently undergone a full team restructure and all posts had now been filled.

A review had been undertaken of the Council’s Corporate Complaints Policy and the introduction of an Unreasonable Behaviour Policy was implemented 2020/21 and reviews of the Council’s Adult Social Care and Children’s Social Care Complaints policies would also be undertaken this financial year.  2020/21.

The team were also working with services to improve practice in relation to complaints and this work was ongoing.

Members were advised that most complaints were made via email, online and telephone rather than face to face but now that Covid restrictions had changed this would be taken into account. The timescale of complaints was also discussed with Members being advised there are differing timescales due to the complexity of some complaints.

Members discussed complaints supported by Councillors and those complaints through casework, which assist in complaints being made officially to the Council.

Members asked of the 911 complaints how many had been upheld before reaching the ombudsman, was there a typical complaint and the extent of service support. Members were advised that detailed data of the complaints would be circulated to the Committee and were given assurances that support is given to services in relation to the process, remedy and service improvement.

RESOLVED – That:

1.    Detailed data of the complaints would be circulated to Members f the Committee.

2.    The committee receives monitoring of improvements

3.    The report be noted.