Issue - meetings

To consider and endorse the Annual Report on Complaints for 2022-2023.

The Committee received a report from the Group Head Commissioning and Transformation on the Annual Report from the Local Government and Social Care Ombudsman for the period from April 2022 to March 2023. The report provided an overview of complaints about Spelthorne Borough Council received by the Ombudsman and how they were dealt with. All complaints received by the Ombudsman were from direct approaches, and the Ombudsman did not uphold any of the complaints filed for the period.

The Group Head Commissioning and Transformation provided a summary of how complaints were dealt with by the Council and explained that complaints were a tool in helping the Council understand residents concerns and were used to identify learning points and improvements to services. The rise in complaints in 2022/23 was acknowledged, but this may be due to the launch of the online Complaints Portal which made it easier for residents to raise a complaint rather than the Council failing in service delivery.

The Committee sought clarification on the financial remedies relating to complaints. It was explained that due to the nature of the complaint, it may be appropriate in some cases to issue a refund to resolve the complaint.

The Committee wished to place on record their congratulations to officers for their performance for the year.

The Committee resolved to endorse the Annual Report on Complaints for 2022-2023.