What we spend and how we spend it
Our service standards
We are measured against standards established nationally through Regulators and Regulatory Bodies these include -
Complaints handling
The Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS) have established aligned Complaint handling codes which have been implemented with effect from 1 April 2024.
A complaint is “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council, its own staff, or those acting on its behalf, affecting an individual, a resident or group of individuals or residents".
An expression of dissatisfaction in a survey is not a complaint. A complaint is not considered in the following circumstances -
- the issue giving rise to the complaint occurred over 12 months ago
- the complaint relates to a matter that has previously been considered under the complaints policy
- legal proceedings have been started by the complainant, that is a claim has been filed at court
The standards we work to when handling complaints are set out below.
Accessibility standards
- C1 The Authority must make it easy for everyone to complain by providing different channels through which they can make a complaint
- C1 The Authority must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of anyone who may need to access the complaints process
Procedural standard
- C2.1 Complaints procedures should have two stages to ensure complaints are properly considered without undue delay. When a complaint is logged at Stage 1 or escalated to Stage 2
- For Housing Complaints only - the Authority must set out their understanding of the complaint and the outcomes the resident is seeking
- C2.2 Complaints must be -
- dealt with on their merits, acting independently, and with an open mind
- provide the customer with a fair chance to set out their position
- take measures to address any actual or perceived conflict of interest
- consider all relevant information and evidence carefully
Timeliness standards
- C3.1 The Authority must issue a full response to stage 1 complaints within 10 working days of acknowledging the Complaint
- C3.2 While extension of this period is permitted, any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident
- C3.3 Requests for stage 2 must be acknowledged, within five working days of the escalation request being received
- C3.4 The Authority must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged
Intelligence standards
- C4 The Authority must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. Accountability and transparency are also integral to a positive complaint handling culture. The Authority must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees
Accountability standard
- C5 The Executive will receive regular information on complaints that provides insight on the complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings. The Directors and the Executive (or equivalent) must receive -
- regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance
- regular reviews of issues and trends arising from complaint handling
- regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings
- the annual complaints performance and service improvement report
Cultural standard
- C6 The Authority need to have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments. Taking collective responsibility for any shortfalls identified through complaints, rather than blaming others and act within the professional standards for engaging with complaints as set by any relevant professional body
Governance Standard
- C7 The Authority must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements
Performance
The performance of the Authority in delivering services can be understood through reports upon Service Performance received on a regular basis by the Authority Scrutiny Committee.
The Authority’s detailed budget is published online and in year updates upon the performance against budget are reported to the Board.
The annual statement of accounts will be available to download when available.
Financial performance
The assessment of best value is determined by a judgement arising from the following seven themes -
- Continuous improvement
- Leadership
- Governance
- Culture
- Use of resources
- Service Delivery
- Partnerships and community engagement
External review of Council performance
The outcome of external inspections of service can be accessed through a link to the Auditor from the point that such inspections become available.