Issue - meetings

To consider the report of the Director of Legal and Governance detailing a review and proposed changes to the Complaints Policy.

The Committee received the report of the Director of Legal and Governance detailing a review and proposed changes to the Complaints Policy.

The Committee noted that following the publication of a detailed consultation by the Ombudsman (Local Government & Social Care and Housing Ombudsman) the focus had shifted on ‘putting things right’ as early in the complaints process as possible. There would also be a focus on ensuring front line services take ownership of learning from complaints from the outset. This confirmed the approach taken to resolve complaints through a ‘business as usual’ approach within services.  The authority had made this a formal part of the complaints process, giving service areas greater freedom to resolve complaints at senior level. This would allow the complaints team and Ombudsman Link officer to focus on the most complex complaints, areas of the council where complaints processes were determined by legislation and a critical friend approach where practice around responding to complaints falls below expected performance.

RESOLVED:

(i)  To note the content of the report and approve the proposed changes to the Corporate Complaints Policy to take effect from 1st April 2024.

(ii)  To delegate authority to the Director of Legal and Governance to approve any further changes to the Complaints Policy which may be required to respond to changes to ombudsman guidance, case law and precedent.