Lead Member – Councillor Robert Macey, Portfolio Holder for Culture & Digital

Lead Officer – Nigel Newman

RESOLVED:

1.     Members considered the Annual Customer Feedback Report and approved the 15 recommendations within it, and actions to support and improve robust customer feedback performance.

2.     Members noted that from April 2026 the Local Government and Social Care Ombudsman will start to use the complaint handling code within its decisions and reporting (any non-compliance will be highlighted publicly from this time).

The Portfolio Holder for Culture and Digital introduced the report which summarised the customer feedback (compliments, comments and complaints) received by Shropshire Council in 2023/24 as well as the potential impact of the LGSCO Complaint Handling Code from 2026. Overall numbers remain similar for complaints but average time to respond and the proportion of upheld cases have increased.

Members noted that the new complaint handling code from April 26^th 2026 will further reduce response times, requiring careful planning and adjustments.

RESOLVED:

1.     Members considered the Annual Customer Feedback Report and approved the 15 recommendations within it, and actions to support and improve robust customer feedback performance.

2.     Members noted that from April 2026 the Local Government and Social Care Ombudsman will start to use the complaint handling code within its decisions and reporting (any non-compliance will be highlighted publicly from this time).

To receive and scrutinise the Annual Customer Feedback Report for 2023/24, explore trends and issues, and learning and improvements, and identify any emerging topics that would benefit from more detailed consideration by the relevant overview and scrutiny committee, report attached.

The Head of Communications and Engagement introduced the annual customer feedback report, highlighting the importance of customer feedback in driving improvements and learning within the council. The report covered complaints, compliments, and insights from the previous financial year.

The report detailed the number of complaints and compliments received, noting a slight increase in the proportion of complaints. It also highlighted a reduction in complaints for specific services like highways, indicating an improvement in those areas.

Members noted that a new LGSCO Complaint Handling Code, which comes into effect from April 2026, seeks to reduce Stage 1 complaint response times to 10 days, although this can be extended by a further 10 days if there is good reason and these reasons are explained to the customer. To achieve this will require considerable planning and it is envisaged that a further report will be presented to Cabinet in due course outlining what the implications of complying with the new Code may be.

Members queried whether officers were confident that the council can capture communications from residents of all abilities and ages through various channels. Members were advised that there were multiple ways for residents to log their comments or complaints, including web forms, phone, and letters.

Members noted the report.