Compliments & Complaints Annual Report 2023 to 2024

To provide context to the data in this report, benchmarking information from other unitary councils and the LGSCO Annual Review Letter is included. The table below displays the number of complaints the Council has received over the past two years, showing a relatively consistent trend across various complaint types, including detailed investigations by the regulator.

The table below displays the number of stage 1 and stage 2 corporate complaints received by comparable councils, along with the upheld and remedy rates for these authorities, including population data when available. The Complaints and Improvements Team adheres to the Ombudsman’s guidance when suggesting remedies at stage 2 of the complaints process. It is important to note that the triaging and classification of complaints differ among the councils, and the variations could be partly due to the focus on triaging and resolving complaints as service requests