Compliments & Complaints Annual Report 2023 to 2024

Local Authorities have a duty to provide fair and just resolutions as per the principles set forth by the Local Government Social Care Ombudsman. Non-compliance can lead to legal challenges and potential sanctions, which may harm the authority's credibility and legal standing. Furthermore, there could be financial repercussions if complaints are not managed effectively—prompt resolution often helps prevent escalation and potentially higher costs down the road. According to the LGSCO's Guidance on Remedies, financial payments may be considered when no other solution can rectify the situation.

The Office for Local Government (OfLog) uses complaint data to ensure that local authorities are managing complaints efficiently, learning from these processes, and improving their services accordingly. This complaint data also aids in evaluating the performance of local authorities.

Complaints and Improvements work (including any improvements) is delivered within the allocated MTFP budget.

Director of Legal & Democratic Services comment: The report is noted.

Section 151 Officer comment: The report is noted. Ongoing targeted work to ensure complaints do not escalate could lead to a reduction in financial recompense and maybe an opportunity to deliver savings.