1. SUMMARY/PURPOSE

To bring to members notice the annual letter regarding performance on council complaints by the Local Government Ombudsman (LGO).

2. BACKGROUND

The LGO issues a letter every year indicating the performance of the authority in dealing with complaints. In previous years this has been presented as part of the Corporate Complaints report but is being presented for information in its own right this year. A fuller report of the new, integrated Customer Support Team will be presented for consideration at a later date.

3. STRATEGIC CONTEXT

The developmental path of the authority as it seeks to improve service provision to the people of the Isle of Wight, expressed fully in its Aim High plan, requires learning from feedback and customer experience across all services. This report evidences our progress in this respect, providing feedback on our approach to complaints and how well positioned we are as an authority to learn and improve as a result.

4. CONSULTATION

The attached letter is clearly based on the experience of the LGO itself with the complainants concerned. The contents have also been shared with Directors and across all services.

5. FINANCIAL/BUDGET IMPLICATIONS

The report itself has no immediate financial or budgetary implications although it highlights the amount (£2,500) paid by the council in compensation in response to LGO recommendations. It should be noted that there are no contingency funds available centrally to support such recommended payments and that services are asked to support those costs.

6. LEGAL IMPLICATIONS

None.

7. OPTIONS

None – this report is presented for information and to support the wider learning of the organisation.

8. RECOMMENDATIONS

None – report for information.

APPENDICES ATTACHED:

Appendix 1 - LGO Annual Letter

Appendix 2 - Report

Appendix 3 - Notes

Contact Point: Kim Dueck, ( 5091, or 01983 823092, Email: [email protected]

JOHN LAWSON

Deputy Chief Executive