Compliments & Complaints Annual Report 2024 to 2025

To provide context to the data in this report, benchmarking information from other unitary councils and the LGSCO Annual Review Letter is included. The table below displays the number of complaints the Council has received over the past five years as well as the number of LGSCO decisions for that period too. This shows an increase across all complaint types, including detailed investigations by the regulator.

The table below displays the number of stage 1 and stage 2 corporate complaints received by councils who are also part of the LGSCO code pilot group. The table shows upheld and remedy rates published by the LGSCO for these authorities, including population data. The Complaints and Improvements Team adheres to the Ombudsman’s guidance when suggesting remedies at stage 2 of the complaints process. It is important to note that the triaging and classification of complaints may differ slightly among the councils, although this will become more consistent as the complaints code is rolled out over the next year.