Issue - meetings

Local Government & Social Care Ombudsman Annual Review 2020-21

Meeting: 21/12/2021 - Audit and Governance Committee (Item 66)

66 Local Government & Social Care Ombudsman Annual Review 2020/2021 pdf icon PDF 127 KB

The Annual Review of complaints made to the Local Government and Social Care Ombudsman regarding Rochdale Borough Council in the year ending 31st March 2021.

Additional documents:

Minutes:

The Committee considered the report of the Director of Neighbourhoods which provided Members with the Annual Review of complaints made to the Local Government & Social Care Ombudsman (LGSCO) about Rochdale Borough Council in the year ending 31 March 2021.

 

Resolved:

1.    That the report and Annual Review letter from the Local Government & Social Care Ombudsman (LGSCO) about Rochdale Borough Council for the year ending 31 March 2021 be noted.


Meeting: 16/11/2021 - Corporate Overview and Scrutiny Committee (Item 31)

31 Local Government & Social Care Ombudsman Annual Review 2020/2021 pdf icon PDF 127 KB

The Annual Review of complaints made to the Local Government and Social Care Ombudsman regarding Rochdale Borough Council in the year ending 31st March 2021.

Additional documents:

Minutes:

The Assistant Director (Information, Customers and Communities) provided Members with a report on the Annual Review of complaints made to the Local Government and Social Care Ombudsman (LGSCO) about Rochdale Borough Council in the year ending 31st March 2021.

 

The Annual Review letter provided local authorities with the LGSCO’s assessment of the Council’s performance in complaint handling for the previous financial year. In addition, the review provides a general update on developments affecting the LGSCO and it also included details of the Council’s compliance rate with the Ombudsman’s recommended remedies.

 

The review showed that a relatively small number of complaints had been received against Rochdale Council by the Ombudsman during 2020/2021. In total 39 complaints and enquiries were received which was a decrease on the 51 complaints and enquiries that were received in respect of 2019/2020. The number of decisions made by the LGSCO differed from the number of complaints and enquiries received, as complaints may be received and decided upon in different financial years. To allow authorities to respond to the Covid-19 pandemic, the LGSSCO did not accept new complaints and stopped investigating existing cases between March and June 2020. This reduced the number of complaints received and determined during 2020/2021.

 

Of 31 decisions made during 2020/2021, only six complaints were subject to detailed investigation. Seven complaints were referred back to the Council as premature to be considered under the Council’s own complaints procedure, 14 complaints were closed after initial enquiries, two complaints were incomplete/invalid and advice was given on a further two complaints.

 

Of the 6 complaints that were investigated, all (100%) were found to be upheld.  This compared to an average of 72% in similar authorities.  The LGSCO recommended remedies for all of the upheld complaints, which were accepted and implemented by the Council.

 

The Committee was informed that with effect from the 21st December 2021 this Annual Report would also be presented to the Council’s Audit and Governance Committee for their consideration.

 

Resolved:

That the report be noted.