Issue - meetings

The Local Government and Social Care Ombudsman (LGSCO) provides an independent and impartial service to investigate complaints about Councils, or actions taken by another body on behalf of the Council. 

The LGSCO provides a report annually which details the number of enquiries, investigations and resolved complaints for each authority in the previous financial year. BCP Council’s annual report for 2021/22 is attached as Appendix A.

The report shows that the number of complaints upheld by the LGSCO is comparable to that of like organisations, that compliance with recommendations is at 100% - compared to 99% average in others.

It notes that we are below average for providing a satisfactory remedy to complaints before they reached the LGSCO and notesdelays in receiving responses from the Council, which we are working to ensure improves in the future.

This covering report includes a comparison of this council’s performance to its CIPFA neighbours which aligns with the findings of the Ombudsman and that the LGSCO investigated more complaints from this council than its neighbours. 

It also includes some detail on the number of complaints to BCP Council during 2021/22 however, inconsistencies within identification, recording and monitoring of complaints remains a challenge so detailed analysis is not possible. 

Adults and Children’s Social Care complaints follow a different statutory process and their reports will be reviewed separately at Overview and Scrutiny committees.

RESOLVED that Cabinet received and noted the content of the report.

Voting: Unanimous

Portfolio Holder: Leader of the Council

Reason

To ensure good oversight of complaint management.

The Deputy Leader of the Council presented a report, a copy of which had been circulated to each Member and a copy of which appears as Appendix 'C' to these Minutes in the Minute Book.

Cabinet was advised that The Local Government and Social Care Ombudsman (LGSCO) provides an independent and impartial service to investigate complaints about Councils, or actions taken by another body on behalf of the Council, and that the LGSCO provides a report annually which details the number of enquiries, investigations and resolved complaints for each authority in the previous financial year. BCP Council’s annual report for 2021/22 was cirucalted to all Cabinet members with the report.

Further to this Cabinet was informed that the report shows that the number of complaints upheld by the LGSCO is comparable to that of like organisations, that compliance with recommendations is at 100% - compared to 99% average in others, and that it notes that we are below average for providing a satisfactory remedy to complaints before they reached the LGSCO and notes delays in receiving responses from the Council, which we are working to ensure improves in the future.

In addition Cabinet was advised that the covering report includes a comparison of this council’s performance to its CIPFA neighbours which aligns with the findings of the Ombudsman and that the LGSCO investigated more complaints from this council than its neighbours, and it also includes some detail on the number of complaints to BCP Council during 2021/22 however, inconsistencies within identification, recording and monitoring of complaints remains a challenge so detailed analysis is not possible. 

The Chair placed on record Cabinet’s thanks to those colleagues working within the complaints department for the work they do. The Chair also commented that a number of these issues came through the Planning department and commended the work which had been done to make improvements within this area.

RESOLVED that Cabinet received and noted the content of the report.

Voting: Unanimous

Portfolio Holder: Leader of the Council