Issue - meetings

Members considered a report which examined the Local Government and Social Care Ombudsman (LGSCO) Annual Review Letter 2022-23 which covered complaints that were either referred to (or decided by) the LGSCO during the period April 2022 to March 2023. Historical data on complaints handled by the LGSCO, was included in the report along with comparisons to previous year’s figures and findings.

The report compared how West Lindsey District Council (WLDC) had performed overall nationally and in comparison, with 20 other similar authorities in terms of the number of complaints referred, investigated and upheld by the LGSCO. During the 2022/23 period a total of 12 new complaints were referred to the LGSCO.

Along with the new complaints referred to them the LGSCO also reached decisions on three complaints that were outstanding from the previous year. These were complaints referred to them in 2021/22 but not completed until 2022/23. In total the LGSCO made 14 decisions. Eight complaints were closed after initial enquiries, two were referred back for local resolution, one was incomplete/invalid, one was investigated and upheld, and two were investigated and not upheld. 

At the end of the 2022/23 period there was one outstanding complaint that was still with the LGSCO, an investigation was ongoing, and a decision was received in 2023/24. The complaint was not upheld.  Members were advised that more details would be included in the “decided section” of next years report. The one upheld complaint was in relation to the Home Choices service, more information including the learning actions and recommendations made by the LGSCO were included within the report. The Homes, Health and Wellbeing Manager was preset to answer any questions about the upheld complaint.

Debate ensued, and the Chairman welcomed the details of the complaints referred to the LGSCO noted within the report. Members questioned about the upheld housing complaint, where the Homes, Health, and Wellbeing Manager explained that for any issues or times where the Homelessness Charter was not being adhered to, she was the best Officer to follow up on any reported concerns and would follow up on any issues herself.

Responding to a comment about the dismissed planning enforcement complaints, the Customer Experience Manager explained that this was a good assurance of performing properly and that the complaint process internally at West Lindsey District Council was sound.

In reply to a query about the process of the LGSCO’s closing complaints after initial enquiries, the Customer Experience Manager explained that there were no follow-ups from the complainants when this action was taken. In a related query about any vexatious complaints, Members learned that none had been reported against West Lindsey District Council but that any would seek guidance on their response from the Customer Experience Manager.

RESOLVED that the Local Government and Social Care Ombudsman Annual Review letter 2022/23 and report be welcomed, and having scrutinised its content the Committee have assurance that the current complaint handling procedures are functioning adequately.