Agenda item

Annual Report on Complaints

To consider the Annual Report on Complaints (20 minutes)


Consideration was given to a report which set out the complaints under the Council’s formal procedure in the year 2019/20. The Chief Executive and Services together dealt with 171 complaints under the procedure and the Local Government and Social Care Ombudsman (LGSCO) made preliminary enquiries about 8 complaints relating to the Council and began an investigation into 2 of these for the year ended 31 March 2020.


It was noted that there had been a decrease of 33 complaints against the number received in 2018/19 of 204, despite the increase in housing and the population on the borough.


Members asked a number of questions including clarification on the action taken and further detail in relation to the lessons learnt and changes made as a result of  complaints received by servces.




That the annual report be considered and endorsed.

Supporting documents: