Agenda item

To receive the report from the Head of Corporate Services.

The purpose of the report is to provide a review of formal complaints the councils received during 2023-24 which were considered under the corporate complaints’ procedure.

RECOMMENDATIONS:

That the committee notes:

(a)  the formal complaints received in 2023-24 and the councils’ performance in responding against timescales set out in our Corporate Complaints Policy and Procedure as shown in Appendix 1

(b)  the complaints received by the Local Government & Social Care Ombudsman relating to the councils in 2023-24 as shown in Appendix 2

(c)  the councils’ self-assessment as required by the Housing Ombudsman code of practice as shown in Appendix 3

(d)  the revised Corporate Complaints Policy & Procedure as set out in Appendix 4.

The committee considered the report from the Head of Corporate Services on the annual complaints report for 2023-2024.

Councillor Sam Casey-Rerhaye presented the report, noting that it was significantly longer than those submitted in previous years, as both the Local Government and Social Care Ombudsman and Housing Ombudsman had published new codes of practice on complaints handling. As a result, both councils needed to implement several changes to their complaints handling processes to ensure compliance with these updated guidelines. Moreover, both councils were now registered as social landlords, meaning that tenant landlord complaints would now fall under the jurisdiction of the Housing Ombudsman.

Appendix 1 looked at the councils’ performance on complaint handling during 2023-24 and it was noted that both councils saw a reduction in the number of formal complaints. The largest number of complaints related to planning and the council tax and benefits service. Due to the complexity of these services and the volume of customers, it was noted that the numbers were in line with expectations.

The average response time for stage 1 complaints at South Oxfordshire District Council was 13 days, which increased to 16 days for stage 2 complaints. In contrast, Vale of White Horse District Council recorded an average response time of 14 days for both stages. While some responses exceeded the timelines outlined in the complaints policy, these instances were primarily associated with more complex cases and the complainant was kept informed in all cases.

For South Oxfordshire District Council, 65% of stage 1 responses and 85% of stage 2 responses were not upheld. Vale of White Horse District Council reported that 61% of stage 1 responses and 86% of stage 2 responses were also not upheld. It was noted that a relatively low number of complaints were escalated to the Ombudsman, and all such cases were closed after the initial investigation, with no findings made against either council.

Councillor Casey-Rerhaye highlighted the inclusion of compliments in the report, which followed the introduction of a new form on the councils’ website designed to allow customers and the public to share positive feedback.

In response to questions, Sally Truman, Customer Services Manager, stated that the councils were unable to confirm how many informal complaints contractors receive. Additional work would be required to assess the potential increase in formal complaints the councils may receive as a result of the changes to the Ombudsman guidance. It was confirmed that 2023-24 would set a new benchmark for the anticipated volume of complaints the councils expect to handle.

Mark Minion, Head of Corporate Services, confirmed that corporate complaints submitted to the Local Government and Social Care Ombudsman and housing complaints received by the Housing Ombudsman would be reported separately in future reports.

The committee requested that future reports include historical data categorised by department. It was agreed that this information would be circulated to committee members.

In response to a question regarding the impact on the Customer Relationship Management (CRM) system, the Customer Services Manager confirmed that the CRM system included a dedicated complaints module. The team was collaborating with the supplier to implement this module, which would replace the existing in-house database that had limitations in its reporting and recording capabilities.

Members asked about the initiatives aimed at reducing the time required to resolve complex complaints. It was confirmed that efforts would be undertaken to update the councils’ policies to align with the Ombudsman guidance. Additionally, steps would be taken to prioritize complaints and address them early in the process. The CRM complaints module featured a workflow system designed to assist in managing and following up on outstanding complaints. It was explained that for complaints that exceeded the deadline, extensions were discussed and agreed upon with the complainant in advance to keep them informed.

The committee requested information regarding the number of Stage 2 complaints that were referred to the Ombudsman. The Head of Corporate Services clarified that not all Stage 2 complaints are escalated to the Ombudsman, and none were upheld in 2023-24. It was agreed that the service would conduct a review of the number of complaints referred to the Ombudsman over the past couple of years and share the findings with the committee.

South Oxfordshire District Council RESOLVED to note:

a)    the formal complaints received in 2023-24 and the councils’ performance in responding against timescales set out in our Corporate Complaints Policy and Procedure as shown in Appendix 1

b)    the complaints received by the Local Government & Social Care Ombudsman relating to the councils in 2023-24 as shown in Appendix 2

c)    the councils’ self-assessment as required by the Housing Ombudsman code of practice as shown in Appendix 3

d)    the revised Corporate Complaints Policy & Procedure as set out in Appendix 4.

Vale of White Horse District Council RESOLVED to note:

a)    the formal complaints received in 2023-24 and the councils’ performance in responding against timescales set out in our Corporate Complaints Policy and Procedure as shown in Appendix 1

b)    the complaints received by the Local Government & Social Care Ombudsman relating to the councils in 2023-24 as shown in Appendix 2

c)    the councils’ self-assessment as required by the Housing Ombudsman code of practice as shown in Appendix 3

d)    the revised Corporate Complaints Policy & Procedure as set out in Appendix 4.