Issue - decisions

Complaints Made to Local Government Ombudsman

10/09/2021 - Review of Outcome of Complaints Made to Ombudsman

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 of the outcome of cases which had been determined by the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman (HO) during 2020/21 and providing Members with the LGSCO’s Annual Review Letter (also previously circulated).


The submitted report stated that during the 2020/21 the Council received two upheld Maladministration Injustice decisions from the LGSCO, compared to six in 2019/20 and that organisational learning identified as a result of those complaints should ensure that there was no re-occurrence.


It was reported that although the LGSCO recorded their satisfaction with the Council’s compliance rate in relation to their recommendations they had raised concern in respect of the delay in implementing their recommendations in two cases.  As a result, the Council would consider how it might make improvements to reduce delays in the remedy process.


The Cabinet Member with the Health and Housing Portfolio reported at the meeting that as a result of the Complaint to the HO work was underway to review the terms and conditions in the Council’s tenancy agreement.


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 HO 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.