Decision details

1.

Title of Item/Report

Local Government & Social Care Ombudsman (LGSCO) Annual Complaints Report 2024/25 and the new Complaints Policy

2.

Record of the Decision

Consideration was given to a report that provided Cabinet with details of the Local Government and Social Care Ombudsman’s (LGSCO) annual review letter for 2024/25. The annual review letter detailed that there were 30 enquiries submitted to the Ombudsman during 2024/25 (a reduction from the previous year), 8 met the threshold for a detailed investigation by the Ombudsman. Of the 8 complaint investigations, all were upheld. All recommendations made by the Ombudsman, following their investigations, had been accepted and implemented by the Council.

Secondly, the report provided details of the Council’s new corporate Complaints Policy to be implemented from 1 January 2026. The new policy was aligned to the new LGSCO Complaint Handling Code. The new Policy outlined that there would be two stages in the new corporate complaints process; Stage 1 was 10 working days and Stage 2 was 20 working days. Complaints would continue to be resolved at the earliest opportunity.

RESOLVED that:-

1. The report which sets out that the Council has fully complied with the recommendations from complaints investigated by the Ombudsman be noted.

2. The Council’s new Complaints Policy be implemented from 1 January 2026.

3.

Reasons for the Decision

To ensure Members are aware of the position regarding complaints to the Ombudsman about the Council and to provide assurance that the Council is responding in line with LGSCO expectations. To ensure Members are aware of the new corporate Complaints Policy.

4.

Alternative Options Considered and Rejected

None

5.

Declared (Cabinet Member) Conflicts of Interest

None

6.

Details of any Dispensations

None

7.

Date and Time by which Call In must be executed

Midnight, 26 September 2025 in respect of recommendation 2 only.