Compliments & Complaints Annual Report 2024 to 2025

The reasons for complaints and the corrective measures undertaken to address them are documented. During stage 1 of the complaint process, an apology is the top resolution recorded and accounts for 45% of corrective actions recorded. The requirement for staff training or guidance accounts for 14% as does providing an additional service or information.

As the LGSCO Complaints Code is rolled out over this year we will be collaborating with Civica, our system provider, along with services to enhance our reporting. We are also part of a pilot group of authorities and will be collaborating with them regarding best practises for the recording, reporting and sharing learning with services and members for accountability. This will clearly illustrate the steps that will need to be taken to address issues at each stage of the complaints process and demonstrate when these actions have successfully reduced future complaints.

The Complaints & Improvements Team continues to work with services improving complaint handling through feedback and training. They have worked closely with Southern Waste to help in the early resolution of complaints by considering the best way to resolve issues as early as possible. This work is in line with the complaints code which is underpinned by the idea of early resolution.

Through providing expert advice on managing persistent and vexatious complainants, we have collaborated with various services including Housing, Children’s Social Care, Adult Social Care, and Waste Management to assist with the resolution of ongoing issues.