Helen Cocks (Customer Liaison Manager) presented this item 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.

Members discussed –

the process was for signing off each complaint and whether there was a single individual who did this? . It was explained that the central team oversees all complaints at a high-level and each service area is responsible for responding to, and therefore signing off, each complaint.

The Audit and Governance 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.