Compliments & Complaints Annual Report 2024 to 2025
15. Next steps and review
15.1.
Evaluate sections of the Complaints Code with the pilot authorities collaborating with the LGSCO, focusing on challenges in implementation such as shortening the response time for stage one complaints from 20 days to 15 days.
15.2.
The Annual review of the corporate complaints policy has been completed. It will be reviewed and redrafted during this year as part of the implementation of the LGSCO Complaints Code in 2025/26.
15.3.
Work will continue on the implementation of the Complaints Code which will go live on 1 April 2026:
- Continue to develop learning from our system and reporting to help embed improvements from complaints services and demonstrate best practise.
- Collaboration with services to drive improvement, including training and assistance with complex complaints.
- Provide information for senior managers and Members to help with the roll out.
- Continue to work with the Ombudsman and develop more benchmarking with the pilot group of which we are a member.