Compliments & Complaints Annual Report 2024 to 2025
17. Appendix C - LGSCO complaints categorised by outcome
| 2024/25 Decision Classification | Outcomes for 2024/25 (2023/24 in brackets) |
Services and numbers of Complaints in brackets |
Comments |
|---|---|---|---|
|
Closed after initial enquiries |
92 (71) |
Adult Care (13) Benefits & Tax (1) Corporate (6) Education & Children’s (25) Environmental Serv Public Prot and Regulation (7) Highways & Transport (14) Housing (5) Planning & Development (21) |
Initial information supplied by the complainant and/or the Council results in the LGO deciding not to investigate these complaints (for a variety of reasons, such as that the matter falls outside of the LGO’s statutory jurisdiction, or there was insufficient maladministration and/or injustice found). |
| Upheld | 50 (31) |
Adult Care (10) Benefits & Tax (1) Education & Children’s (28) Environmental Serv Public Prot and Regulation (3) Highways & Transport (1) Housing (5) Planning & Development (2) |
Fault found by LGO. (NB The fault may have already been previously satisfactorily remedied by the Council.) |
|
Referred back for local resolution |
33 (39) |
Adults Care (3) Benefits & Tax (1) Corporate & Other (2) Education & Children’s (14) Environmental Serv Public Prot and Regulation (6) Highways & Transport (2) Housing (3) Planning & Development (2) |
The Council is not aware of all these cases; however, we can assume that some were where the LGO told the complainant to contact the Council, but the complainant chose not to pursue the matter. In other cases, the LGO asked us to put the complaint through the relevant complaint procedure. |
| Incomplete/Invalid | 9 (6) |
Adult Care Services (4) Housing (1) Education & Children’s (3) Highways & Transport (1) |
No record of these complaints as not communicated to the Council – we can only assume that all these complaints were not progressed with LGO |
| Not Upheld | 7 (8) |
Education & Children’s (4) Planning & Development (1) Environmental Serv Public Prot and Regulation (2 |
No fault found by LGO. |
| Advice given | 6 (3) |
Education & Children’s Services (6) |
No record of these complaints – we assume advice given to complainant by the LGO without reference to the Council. |
| Total | 197 (158) |