Decision
Analysis
outcome: The Council resolved to ensure effective oversight and governance in complaints handling, implement service improvements, and give delegated authority to the Assistant Director of Corporate & Customer Services to make changes as needed.
summary: The decision at stake is the annual performance data in relation to complaints received by the Council and the continuous improvement plan for the same period.
topline: The Council has decided to improve oversight and governance in complaints handling and give delegated authority to the Assistant Director of Corporate & Customer Services.
reason_contentious: This issue may be contentious as it involves the Council's handling of complaints, which can impact public perception and trust in the Council.
affected_stakeholders: ["Council", "Assistant Director of Corporate & Customer Services", "Local residents who file complaints"]
contentiousness_score: 6
political_party_relevance: There are no mentions or implications of political parties or political influence on the decision.
URL: https://democracy.westlancs.gov.uk/ieDecisionDetails.aspx?ID=617
Decision Maker: Council
Outcome:
Is Key Decision?: No
Is Callable In?: No
Purpose:
Content: Consideration was given to the report of the Assistant Director of Corporate & Customer Services, as contained on pages 407 to 464 of the Book of Reports, which presented the annual performance data in relation to Complaints received between 1 April 2025 to 31 March 2026, the continuous improvement plan for the same period, evidencing the Council's commitment to learning from complaints and presented the annual self-assessment against the statutory Housing Ombudsman complaint handling code, to provide assurance that the Council’s complaints handling arrangements are compliant with the requirements of the code. Reference was made to Senior Management being involved at Stage 2 of the complaints process. RESOLVED: A. That In accordance with the requirements of the Housing Ombudsman (HO) and Local Government & Social Care Ombudsman (LGSCO) Complaint Handling Codes, the annual report ensured effective oversight and governance and that the service improvements identified assured that the Council is taking complaints seriously. B. That the Assistant Director of Corporate & Customer Services be given delegated authority to implement any agreed recommendations or changes arising out of the meeting. C. That the Assistant Director of Corporate & Customer Services be given delegated authority to make changes to the Customer Feedback Policy in line with recommendations from the Housing Ombudsman and the Local Government & Social Care Ombudsman.
Date of Decision: July 15, 2026