Issue - meetings

The Deputy Director of Finance submits a report to the Audit and Risk Committee which provides an update on the complaints made to the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman in 2020-21 regarding Leicester City Council.

The Committee are asked to note and comment upon the report observations, including the comparisons and improvements within the administration of complaint handling, and comment upon the Council’s actions for future change.

The Deputy Director of Finance submitted a report to the Audit and Risk Committee which provided an update on the complaints made to the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman in 2020-21 regarding Leicester City Council.

Nilkesh Patel, Service Improvement Manager presented the report, and drew Members’ attention to the following information:

·         The LGSCO annual complaints were summarised. It was noted that complaints from previous years were rolled over, though there were significantly less complaints than the previous year.

·         The LGCSO progressed 68 of the 75 complaints to investigation stage, 13 of which were upheld.

·         Remedies for complaints could be something as simple as an apology.

·         The LGSCO recognised some complaints could not be remedied during the pandemic.

·         On the advice, recommendation and feedback from the Ombudsman of number of detailed service improvements were made (as outlined in Appendix 7 to the report).

·         The uphold rate for complaints for Leicester was comparable to the national average.

·         The Housing Ombudsman investigated complaints about the provision or management of social housing, but records were not published. From the Council’s own records 16 complaints were received by the Ombudsman, with four upheld, resulting in compensation to tenants of up to £400 and staff training.

·         With regards to future changes, it was the responsibility of each service area to ensure improvements were put in place.

The Chair recorded that the report was very informative and interesting to read and looked forward to an update at a future meeting.

RESOLVED:

That:

1.    The report be noted, including actions for future change.