Issue - meetings
Local Government and Social Care Ombudsman’s Complaint Handling Code
Meeting: 15/10/2025 - Cabinet (Item 10.)
10. Local Government and Social Care Ombudsman’s Complaint Handling Code 
PDF 321 KB
Lead Member – Cllr Alex Wagner, Deputy Leader and Portfolio Holder for Communities
Lead Officer – Tim Collard, Service Director – Legal, Governance and Planning
Additional documents:
- Appendix 1 - Complaints Handling Code, item 10.
PDF 1 MB
- Appendix 2 - Code Self Assessment, item 10.
PDF 144 KB
Decision:
RESOLVED:
3.1 That Cabinet support the application of
the Code from 1st April 2026, focusing on compliance whilst
acknowledging that resource challenges may lead to some practical
challenges and delays and noting that action may be taken by the
Ombudsman in respect of any failures to implement the Code in full
from the new financial year.
3.2 That Cabinet acknowledges that collective effort will be
required across the Council to ensure that complaints are
prioritised appropriately.
3.3 That Cabinet support the requirement within the Code for
Oversight and Scrutiny of the complaints handling processes and
annual reporting to Elected Members (to include the
Ombudsman’s annual letter and performance data).