Compliments & Complaints Annual Report 2023 to 2024

In February 2024, the LGSCO introduced a Complaint Handling Code to guide local councils on managing complaints effectively. The Code outlines best practices to ensure timely, fair, and consistent complaint resolution. It emphasises effective communication, clear procedures, and learning from complaints to enhance services. While not legally binding, local councils are expected to follow it and may be found at fault by the Ombudsman if they fail to comply.

The Ombudsman aims to start integrating the Code into their processes starting April 2026, although councils are encouraged to adopt the Code as soon as possible. Prior to this date, they will collaborate with pilot councils to understand the Code's impact and offer additional guidance. Buckinghamshire Council is pleased to have been selected by the LGSCO as one of these pilot authorities. Based on insights from the pilots, the LGSCO plans to release a guide on best practices for developing an annual complaints performance and service improvement report, including suggestions on data recording and reporting.

The code mandates that organisations perform a self-assessment of their complaint handling processes (refer to Appendix B) and submit the findings to the LGSCO each year. We already track performance and have a senior executive (Monitoring Officer) to supervise our complaint handling efficacy. Buckinghamshire Council generally adheres to most components of the new code. The areas currently under review are elaborated in the 'Next Steps, Actions' section.

In accordance with the Code, we have a group led by the Member Responsible for Complaints (Cllr Chilver) to foster a positive complaint-handling culture. We report annually to the Standards and General Purposes Committee. The Member is tasked with making sure that the governing body regularly receives information on complaints, offering insights into Buckinghamshire Council’s performance in this area. At a minimum, both the Member and the governing body should receive:

• regular updates on the volume, categories, and outcomes of complaints, alongside complaint handling performance
• regular reviews of issues and trends arising from complaint handling; and
• the annual complaints performance and service improvement report