URL: https://rother.moderngov.co.uk/ieDecisionDetails.aspx?ID=2112

Decision Maker: Standards Committee

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: No

Purpose: To receive an update on the number of Local Government and Social Care Ombudsman complaints received since the last report on 2nd December 2025.

Content: Members considered the report of the Head of Digital and Customer Services that set out details of the eight complaints made to the Local Government and Social Care Ombudsman (LGSCO) which had been determined since the Committee’s last meeting.  Complaints related to Environmental Health, Housing Allocations, Parking Charges and Planning Enforcement.  Three were upheld (fault by the Council), one was not upheld (no fault found by the Council) and four were not investigated and closed after initial enquires.   Key learning from LGSCO complaints included evidence-based decisions and clear record keeping in planning enforcement, timely, effective complaints handling, and revised notices and correspondence to ensure legal accuracy.   Appendix 1 to the report provided a comparison of the East Sussex councils’ LGSCO complaints, which showed broadly similar volumes across authorities.   The new LGSCO Complaint Handling Code took effect on 1 April 2026. The report summarised the key Stage 1 and 2 changes (responses within 10 and 20 working days, respectively) and confirmed that the Council’s complaints guidance aligned with the Code, as detailed at Appendix 2 to the report.   From 6 November 2025 to 10 June 2026, the Council had received 120 non?ombudsman complaints. Of these, 49 were treated as service requests, nine were non?council matters, 57 were Stage 1, and 10 were Stage 2, with none deemed vexatious.  Of the 57 Stage 1 complaints, 19 were resolved at the initial stage, two upheld, 15 not upheld, and two progressed to Stage 2.  Of the 10 Stage 2 complaints, three were upheld and seven not upheld.  Full details, including average response times, were set out in the report, and lessons learned would be used to improve services where appropriate.   It was clarified that some complaints bypassed Stage 1 and were escalated directly to Stage 2, typically due to their nature or because they involved a member of staff.  This ensured that complaints were handled by a senior officer and demonstrated the Council’s commitment to treating all cases fairly and seriously.   Complaints provided the Council with an opportunity to learn and improve processes and procedures to enable continuous improvement in the services provided to residents.   Members welcomed the improvements made and thanked the Head of Digital and Customers Services and his team for their work.   RESOLVED: That the report be noted.

Date of Decision: June 30, 2026