Purpose

The report will provide an overview of the
complaints received, and formally referred and determined by the
three Ombudsmen (Local Government & Social Care Ombudsman,
Parliamentary & Health Service Ombudsman and Housing Ombudsman)
during the twelve months from 1 April 2023 to 31 March 2024.

Content

12.1

Further to the Corporate Annual Complaints Report
for 2034/24 presented to this committee in July 2024 and following
receipt of the Ombudsman’s Annual Letters, Councillor Fran
Belbin, Deputy Leader and Lead Member for Customer Experience
(including complaints) and the Executive Director of Neighbourhood
Services introduced and presented a report outlining the complaints
investigated by both the Local Government & Social Care
Ombudsman (LGSCO) and the Housing Ombudsman Service (HOS) for
Sheffield City Council in the 2023-24 reporting
year.
 
The report identifies key feedback and areas for
further improvement as well as benchmarking against similar local
authorities.

 

 

12.2

RESOLVED UNANIMOUSLY: That Strategy and
Resources Policy Committee:-

 

 

 

(a) notes the
Annual Ombudsman Report and the learnings and service improvements
that have resulted from Ombudsman investigations;
 
(b) agrees to
continue to support the 2024-2026 Complaint Service Improvement
Plan and endorse the improvements outlined in the Annual Ombudsman
Report; and
 
(c) notes the
links to ‘Future Sheffield’ and the ‘Customer
Experience Strategy’, which will provide the fundamental
support and direction needed to improve and transform the way
Sheffield City Council handles and manages
complaints.

 

 

12.3

Reasons for Decision

 

 

12.3.1

Strategy &
Resources Policy Committee has lead responsibility for complaints
including monitoring of complaint handling performance on behalf of
the 
Council.

 

 

12.4

Alternatives Considered and
Rejected

 

 

12.4.1

Not applicable as this Committee has lead responsibility for
complaints including monitoring of complaint handling
performance