Agenda item

The Committee considered a report of the Complaints Manager which detailed the Local Government Ombudsman (LGSCO) Annual Review of Complaints 2021/22.

The LGSCO received 55 complaints/enquiries relating to Oldham Council in 2021/22, which was a slight reduction from the previous year; this is a relatively low number when compared to other Greater Manchester authorities.

Along with most of Greater Manchester authorities, Oldham Council had seen an increase in the number of cases upheld and the overall upheld rate. In total, 69 final decisions were issued by the LGSCO in relation to Oldham Council. Most of these cases were not taken forward for detailed investigation but of the 17 cases that were taken forward for investigation, fault was found in 13 cases, giving an upheld rate of 76%.

Going forward, the Complaints Team aimed to reduce the percentage of complaints that are upheld by the LGSCO and would continue to work with services across the council and partner bodies to provide good quality responses to residents at the earliest opportunity.

The Council worked hard to resolve complaints at an early stage in the complaints process wherever possible to avoid the need for residents to pursue issues further. The lower percentage of complaints that go onto be investigated and upheld by the LGSCO, when compared to the number of complaints received by the Council, suggested that the Oldham Council was willing to take responsibility when things go wrong and to work with residents to resolve their issue appropriately.

However, as referenced above, the LGSCO found there was fault in 13 of the complaints that progressed to the detailed investigation stage, which gave an upheld rate of 76%. Whilst 2021/22 was unusual because of the increase in the number of decisions issued by the LGSCO, the Council was keen to improve on this figure in the coming year.

In two of the cases upheld by the LGSCO, the Council had already identified suitable remedies to put things right for the complainant, and the Ombudsman did not make further recommendations. This meant that out of the 69 decisions made by the LGSCO, it was found the Council was not at fault or had already identified suitable outcomes and remedies in 84% of cases.

As well as the LGSCO making recommendations in respect of complaints that were upheld the Complaints Team and involved services had worked together to identify additional service improvements, including:

·                Informing staff from the Planning Service of the importance of ensuring notification processes are followed correctly

·                Informing staff from the Registrars Service that advice should not be provided to informants regarding the inclusion of formerly known as names on birth certificates

·                Reminding staff within the Parking Service that discretion should be applied where late representations are submitted and where it is deemed appropriate, further correspondence to clarify matters should be sent

·                Updating the template letter sent by the Complaints Team in which complainants are advised that a complaint cannot progress whilst legal proceedings are ongoing

·                Sending the process for recording/ retaining information to staff from the Registrars service

·                Instructing Discretionary Housing Payment (DHP) assessors to check bank details provided by phone and email against council tax records to ensure there are no discrepancies.

Resolved:

1.    That the report be noted and welcomed

2.    That the 2022/23 Local Government Ombudsman Annual Review of Complaints be submitted to the Committee in approximately 12 months.