URL: https://democracy.runnymede.gov.uk/ieDecisionDetails.aspx?ID=1654

Decision Maker:

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose:

Content: The Committee was asked to approve the Council’s Annual Self Assessment against the Ombudsman’s complaint handling code, and key performance indicators for 2025/26.   Officers presented an assessment of the Council’s compliance with the complaint handling code. It was noted that compliance could be demonstrated with regard to each of the 9 tests; ranging from adoption of the Ombudsman’s definitions of service requests and complaints, through to Scrutiny and Oversight by the Committee.   Officers provided some detail on particular sections including exclusions; the main one being that any complaints about RBCI or RBCS; were regarded as external complaints, but both companies were expected to follow the corporate complaints policy and procedures.  Other exclusions included service requests, duplicate complaints, and where there was another form of appeal such as penalty charge notices.   The Committee was advised that the Council accepted a total number of 296 complaints in 2025/26.  Of these, an average of 81% were responded to within the given deadlines.  It was noted that overall 37% of Stage 1 complaints were upheld, and 10% were upheld at Stage 2.   Officers highlighted the accessibility of the complaints process, noting an increase in complaints.  In response to the Council’s resources being stretched the Committee was advised that Corporate Heads were recently redesignated as stage 2 complaint handlers, and in their place about 35 managers and other trained staff had been appointed to deal with stage 1 complaints.   It was agreed that for a relatively small organisation, timeliness and outcomes were supported by the information provided which included a detailed list of service improvements.  Members highlighted performance in Housing as consistent with learning points across the organisation.  The people dealing with complaints were commended for their dedication to resolving the various issues arising.   Overall, the Committee considered that the annual assessment was fair and reflective of the Council’s performance with regard to complaints, and could be regarded as a positive achievement by all involved.   Officers extended particular thanks to colleagues in Customer and Digital Services, Housing and Environmental Services.   Members were content to approve the assessment and requested that a summary of the feedback from the Committee be presented as its response to the report, as required by the code for publication on the Council’s website.   Resolved that –   the Council’s annual assessment against the Ombudsman’s complaint handling code and associated key performance indicators for 2025/26 be approved, and the Committee’s response be summarised and published on the Council’s website

Date of Decision: May 28, 2026