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 2022/23 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 notes delays in receiving responses from the Council, which we are working to ensure improves in the future.

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: Nem. Con.

Portfolio Holder: Leader of the Council and Portfolio Holder for Dynamic Places.

Reason

To ensure good oversight of complaint management.

The Leader of the Council and Portfolio Holder for Dynamic Places 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.

In relation to this Cabinet was informed 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, and that BCP Council’s annual report for 2022/23 is attached as Appendix A.

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

In addition Cabinet was informed that it notes that we were 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, and that 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 remained a challenge so detailed analysis was not possible.

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

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

Voting: Nem. Con.

Portfolio Holder: Leader of the Council and Portfolio Holder for Dynamic Places.

Reason

To ensure good oversight of complaint management.