Decision details

Complaints Made to Local Government Ombudsman

Decision Maker: Cabinet

Decision status: For Determination

Is Key decision?: No

Is subject to call in?: Yes


To provide Members with an update of the outcome of cases which have been determined by the Local Government, Social Care Ombudsman (LGSCO) and the Housing Ombudsman (HO).


The Cabinet Member with the Resources Portfolio introduced the report of the Chief Executive, Group Director of Operations, Group Director of People and the Group Director of Services (previously circulated) providing Members with an update on the outcome of cases which had been determined by the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS) since consideration of the report by this Cabinet in December (Minute C77/Dec/21 refers).


The submitted report stated that between 1 April 2021 and 31 March 2022 there had been 16 cases that were subject to decision by the LGSCO and two cases by the HOS; five upheld Maladministration Injustice decisions from the LGSCO and two service failures from the HOS; and that organisational learning identified as a result of those complaints should ensure that there was no re-occurrence.


It was reported that the LGSCO’s Annual Review Letter 2022 (also previously circulated), focused on three key statistics and compared the Council’s performance against that of other Unitary Council’s and stated that although 100 per cent of their recommendations were implemented, the LGCSO did note that there was again delay in implementing their recommendations in two cases and the Council were asked to consider how it would make improvements to reduce delays in the remedy process.


RESOLVED - That the contents of the report be noted.


REASONS - (a)  It is important that Members are aware of the outcome of complaints made to the LGSCO and the HOS in respect of the Council’s activities. 


(b)  The contents of the submitted report do not suggest that further action, other than detailed in the report, is required.

Report author: Gail Banyard

Publication date: 09/09/2022

Date of decision: 06/09/2022

Decided at meeting: 06/09/2022 - Cabinet

Effective from: 17/09/2022

Accompanying Documents: