Standing Item: Upheld Complaints to the Local Government Ombudsman
Meeting: 29/09/2022 - Audit and Governance Committee (Item 42)
42 Standing Item: Upheld Complaints to the Local Government Ombudsman 
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To consider an update on the Decision Notices issued by the Local Government and Social Care Ombudsman “the Ombudsman” when his investigations have found maladministration causing injustice to complainants during the period April- July 2022.
Minutes:
Alan Ward, Complaints Supports Officer joined the meeting.
The Director of Governance and Compliance introduced Helen Gerrard, Head of Customer Services to the Committee. The Committee was advised that the Local Government Ombudsman complaints area of work had been moved to align with the Customer Services Team to enable transparency across complaints as a whole.
The Committee asked for clarity on the process taken to make changes to procedures specifically when in relation to the complaints and compensation paid.
The Head of Customer Services noted that where issues could arise on the subject of recruitment, lessons learned needed to be widely shared across the Council, which was not happening as well as it could be at present.
RESOLVED (Unanimously) That:
a) the content of the report and the Council’s compliance with the Corporate Complaints Policy, and with the recommendations of the Ombudsman be received and noted;
b) the report be provided to the Chair of each Service Committee; and
c) That a move to a 6-monthly report of Upheld Ombudsman Decisions be agreed, thereby allowing more time for analysis and provision of context for the complaints.