Decision details

Complaints and 2020/21 LGSCO annual report

Decision Maker: Cabinet

Decision status: For Determination

Is Key decision?: No

Is subject to call in?: Yes


To provide cabinet with an update on complaints received and concluded within the 2020/21 financial year and to report the details of the Local Government and Social Care Ombudsman Annual Report



(a)          Cabinet note the Local Government and Social Care Ombudsman’s Annual Report; and

(b)          Cabinet note the plans for future complaint handling

Voting: Unanimous

Portfolio Holder: Leader of the Council


Good public administration is more important than ever and managing complaints effectively is not simply a transactional process. The public experience of local services provides unique insight that can be harnessed as a key driver for learning and improvement.

Cabinet members should be kept informed regarding the Council’s performance in relation to the Local Government and Social Care Ombudsman and of the steps it is taking to improve the way the council manages complaints.


Report author: Graeme Smith

Publication date: 01/10/2021

Date of decision: 29/09/2021

Decided at meeting: 29/09/2021 - Cabinet

Effective from: 09/10/2021

Accompanying Documents: