Content

RESOLVED:

1.    
Cabinet considered how the process for administering and
responding to Ombudsman enquiries can be supported to improve the
timeliness of responses and reduce escalations, particularly in
services where there are higher volumes of complaints;

2.    
Members familiarised themselves with the best practice
requirements of the LGSCO ‘Code’ requirements to
support local authority compliance from the start of the regulation
period in April 2026;

3.    
Members’ involvement be encouraged in the overview and
scrutiny of complaints handling via the Lead Member.
 
REASONS
RESOLVED:
The
recommendations are focused on encouraging local resolution at an
earlier stage in the complaints process and to empower managers to
resolve complaints at a local level and increase the satisfaction
rate of cases remedied before they reach the LGSCO.
 
ALTERNATIVE
OPTIONS:
The report is for
information.