Issue - meetings

To consider a summary of the complaints received by Cheshire East Council and also those dealt with by the Local Government Ombudsman about Cheshire East Council for the period 1^st April 2010 to 31^st March 2011.

The Committee considered a report summarising the complaints received by Cheshire East Council, and complaints about the Council dealt with by the Local Government Ombudsman, for the period 2010-11.

The Customer Relations Team had received 1,484 corporate complaints during the period. Adult Services had received 148 and Children’s Services had received 50. The Council had also received 861 compliments and 247 suggestions.

The Local Government Ombudsman had received 111 enquires and complaints during the year, 50 of which had been forwarded to the Investigative Team for formal investigation. Of the 50 investigated, the Local Government Ombudsman had found that, in 95% of the cases, there was no evidence of maladministration or injustice to the complainant. In 5% of the cases (6), Local Settlements were reached.  None of these have been highlighted as a cause for concern.

Comparisons between Quarter 1, 2010/11 and Quarter 1, 2011/12 showed a reduction in the number of complaints received by the Council.

The Officers commented that even where no evidence of maladministration had been found, consideration was being given to whether lessons could be learned and services improved.

RESOLVED

That the report be noted.