To consider a summary of the complaints received and considered by the Council during the period 1 April 2021 to 31 March 2022 (2021-2022).
To consider the Decision Notices issues by the Local Government Ombudsman.
Alan Ward, Complaints Officer attended the meeting via Microsoft Teams to
introduce the report. The Committee were advised there had been two upheld
complaints between 1 December 2021 and 31 January 2022. One related to Special Educational Needs and Disabilities (SEND), and one to Highways.
The Committee considered the report and the following points were made:
· The costs attributed to upheld complaints through delays by the council;
· The acknowledgement that officers get things wrong but when complaints were upheld the possibility of appropriate measures to motivate improvement; and
· Reports to Councillors via the Town and Parish Councils that complaints are not resolved and the impact of this on the reputation of Cheshire East Council.
The Committee considered what reassurances could be implemented, the Director of Governance and Compliance and the Monitoring Officer noted that the Committee had agreed, as part of the Action Tasks, that a consolidated report of upheld complaints would be compiled to help identify themes and trends. The Chair requested that each theme be considered on its own merit to recognise lessons learned and seek reassurances that things will get better and that the reputation of the Council would not drop.
That the report be received and noted.