Compliments & Complaints Annual Report 2022 to 2023
12. LGSCO Complaints Context and Benchmarking
12.1.
The table below shows the number of complaints the Council has had over the last 2 years.
| 2020/21 | 2021/22 | 2022/23 | |
|---|---|---|---|
| Corporate Complaints (Stage 1) | 2099 | 1988 | 3099 |
| Adults Statutory Complaints | 44 | 49 | 73 |
| Children Statutory Complaints (Stage 1) | 28 | 46 | 26 |
| LGSCO Decisions | 104 | 150 | 135 |
12.2.
The table shows that despite a significant increase in complaints the number of decisions/detailed investigations remains at a reasonable level.
12.3.
Benchmarking with similar authorities.
| Council | Satisfactory Remedy (Upheld Decisions) | Upheld Decisions |
|---|---|---|
| Cornwall (565,968) | 4% | 25 |
| Wiltshire (498,064) | 6% | 18 |
| Shropshire (323,606) | 19% | 16 |
| Buckinghamshire (553,078) | 13% | 31 |
12.4.
The above table compares upheld and remedy rates for similar authorities also giving population for context.
12.5.
Satisfactory remedy is when the council offers what is considered by the LGSCO to be a satisfactory remedy for the complaint. The average satisfaction rate for similar (unitary) councils is 13%. The Complaints and Improvements Team use the Ombudsman’s guidance when suggesting remedies at stage 2 of the complaints process.