Purpose

The purpose of this report is to share the
Public Services Ombudsman for Wales Annual Letter 2024-25 for
Flintshire County Council. The Annual Letter provides an overview
of the performance of the Council in relation to complaints of
maladministration received between 1 April 2024 – 31 March
2025.
This report also provides an overview of complaints received by
each portfolio of Flintshire County Council in the first half
2025-26 (1 April 2025 – 30 September 2025).

Content

(a)       That it be noted
that for the first time in three years, there has been a 20%
increase in complaints against Flintshire County Council, which
aligns with the average increase across local authorities in
Wales;
 
(b)       That the
Council’s lower-than-average intervention rate by the
Ombudsman, its strong performance in complying with Ombudsman
recommendations, and the fact that no formal investigations have
been instigated for the third consecutive year be welcomed;
 
(c)        That the
Council’s half-year performance (2025-26) in handling
complaints in accordance with the Council’s Concerns and
Complaints Policy; and
 
(d)       That the priorities
outlined in paragraph 1.27 be supported.