Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: No
The Operational Lead, Case Management, presented the annual report of the Local Government Ombudsman for 2019/2020 and the summary of complaints and compliments received from April 2019 to March 2020.
The Operational Lead, Case Management, informed Members that in line with the introduction of Customer Connect, the Council had recently implemented an online system for logging, monitoring and responding to customer comments, compliments and complaints. In addition, following the implementation of the new online complaints reporting system, the Council had introduced a streamlined Complaints Policy which had reduced the number of complaint levels from three levels to two levels. She went on to provide detailed statistics which included a breakdown of the complaints received relating to service areas.
The Operational Lead, Case Management, drew Members attention to the Local Government Ombudsman Annual Review 2019/20 letter, at Appendix 2 to the report and responded to questions raised by Members.
RESOLVED – That the annual report of the Local Government Ombudsman for 2019/20 and the summary of complaints and compliments received from April 2019 to March 2020, be received.
Publication date: 11/02/2021
Date of decision: 13/10/2020
Decided at meeting: 13/10/2020 - Standards Committee