Issue - meetings

The Customer Experience Manager presented the Local Government and Social Care Ombudsman Annual Review Letter Report 2025/26, providing an overview of complaints referred to, considered by and upheld by the Ombudsman during the year.

Members were advised that 18 complaints had been referred to the Ombudsman during the reporting period, with planning related matters continuing to generate the highest number of referrals. Of the complaints considered, one complaint had been upheld and related to the suitability of temporary accommodation provided as part of a homelessness case. It was reported that the Council had fully complied with the Ombudsman's recommendations and had undertaken work to increase the availability of suitable temporary accommodation within the district.

Reference was also made to benchmarking data comparing West Lindsey District Council's performance with that of similar district councils. Members were advised that the report provided assurance that the Council's complaint handling arrangements were operating effectively whilst continuing to identify opportunities for service improvement.

During the debate, a Member of the Committee welcomed the benchmarking information contained within the report and sought assurance that learning from complaints and Ombudsman investigations was used to inform service improvements. In response, the Customer Experience Manager confirmed that complaint outcomes were regularly reviewed and used to identify policy, procedural and service improvements where appropriate.

Reference was made to the number of planning related complaints received by the Ombudsman. A Member noted the nature of planning decisions and welcomed the independent oversight provided by the Ombudsman process.

Members sought clarification regarding the financial remedy awarded in relation to the upheld homelessness complaint and the provision of temporary accommodation. Officers outlined the Ombudsman's approach to calculating remedies and provided an update on work being undertaken to increase the supply of suitable temporary accommodation within the district.

In further discussion, Members welcomed the Council's overall performance and the positive commentary contained within the Ombudsman's review regarding the Council's complaint handling arrangements.

With no further comments, having been proposed, seconded, and voted upon, it was

RESOLVED that the Committee receive the report and, having considered its contents, be assured that the current complaint handling procedures were functioning adequately.