Issue - meetings

To receive the Annual Report 2024-25.

The committee received the Annual Report which provided an overview of the complaints and compliments received by the Council during the period 1 April 2024 – 31 March 2025.

The committee noted that satisfaction surveys were issued following the completion of a formal complaint. However; the response rates were not significant, and this was often influenced by the outcome of the complaint and individual perceptions.

The committee were pleased to note the number of compliments received by the Council, particularly the Adults and Health Directorate which had received 472 compliments during 2024-25.

RESOLVED:

That the Audit and Governance Committee

1. Note the complaints and compliments data, and the briefing material in this report relating to 2024/25.

2.    Note the issues raised and improvements made in respect to the management of complaints across the Council contained within the briefing material in this report.

3. Note the Council’s compliance with the Corporate Complaints Policy, and with the recommendations of the Ombudsman.