Decision Maker: Cabinet

Outcome: For Determination

Is Key Decision?: No

Is Callable In?: No

Date of Decision: November 11, 2025

Purpose:

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.