Helen Cocks (Customer Liaison Manager) presented the Analysis of Local Government and Social Care Ombudsman Annual Report 2018/19 to the Committee –

Every year the Local Government and Social Care Ombudsman (LGSCO) sent each council an annual review letter which outlined the Ombudsman’s position in relation to complaints monitoring.

The publication of the 2018/19 annual report provided an opportunity to review and discuss complaints that have been received about Plymouth during the period 1 April 2018 to 31 March 2019.

The briefing provided analysis of the LGSCO annual review data and presented an annual summary for Plymouth comparing our local statistics with the relative benchmarks. It also highlighted the lessons learned, how individual teams and services have responded to LGSCO complaints and what the Council had done differently following LGSCO intervention.

After investigation, the LGSCO upheld 18 complaints of the 107 complaints they had made decisions about in relation to Plymouth City Council.

The key areas of questioning from Members related to –

The total amount of compensation that was paid out due to upheld complaints 2018/19 compared to the previous year;

The definition of a Discretionary Payment Action (DPA) and what the process/procedure would be;

The importance of apologising to customers when resolving their complaints;

The amount of time that are spent by each department resolving complaints and the cost implications of this.

The Committee –

1. approved the recommendations set out in paragraph 2.3 of the report.

·       Monitor performance against Service Standards;

·       Provide guidance and training for staff undertaking investigations (Stage 1 and Stage 2);

·       Review, approve and communicate the Acceptable Behaviour Policy.

2. noted the progress made to date and approved the proposals set out in paragraph 2.4 of this Report.

·       Monitor performance against Service Standards;

·       Provide guidance and training for staff undertaking investigations (Stage 1 and Stage 2);

·       Review, approve and communicate the Acceptable Behaviour Policy.