Issue - meetings

Members gave consideration to a report regarding the implementation of a new two stage complaints process. It was explained by the Customer Experience Manager that in 2018, the Council had a one stage complaints process, managed by the Customer Experience Manager who investigated and responded to all complaints with the assistance of Senior Officers and Team Managers. This had proven to be successful, and the number of complaints referred to, investigated by, and upheld by the Local Government and Social Care Ombudsman (LGSCO) had decreased since 2018.

Members heard, however, that not all Local Authorities had a robust and successful complaints process in place, therefore the LGSCO had launched a new complaint handling code which provided recommended guidance on how all Local Authorities should manage their complaints process. The code was launched in February 2024, working with 20 pilot council from April 2024. In February 2025 the LGSCO issued best practise guides and training to support Local Authorities to adopt the code, which would be applied to their case work from April 2026.

It was explained that Members were asked to approve the move to a two stage process, with it being noted that the Council could choose to maintain the existing one-stage process, however this would be contrary to the guidance of the LGSCO.

The Chairman thanked the Officer and noted a slight amendment to the second recommendation as published in the report. With Members indicating their support for the new process, thanks to the Customer Experience Manager, and contentment with the minor amendment, the recommendations were duly moved and seconded. On taking the vote it was

            RESOLVED that

a)    the recommendation of the Local Government and Social Care Ombudsman that all Local Authorities should operate a two stage complaints process be supported; and  

b)    any future minor housekeeping amendments be delegated to the Director of Change Management, ICT & Regulatory Services following consultation with the Chairman of Corporate Policy and Resources Committee.