Purpose

Local Government and Social Care Ombudsman has requested local authorities respond to its consultation on a new complaint handling code by 23 November. The code, due to be implemented from 1 April 2024, will require significant changes in the way Shropshire Council handles complaints. The report will set out key issues and actions alongside a draft consultation response and completed self-assessment.

Decision

RESOLVED:

That

a)    Cabinet noted the implications of the new code for the Council’s complaint handling process and identified a Member specifically responsible for complaints

b)    Cabinet approved (with amendments if appropriate) the draft response to the LGSCO consultation set out at Appendix B.