Decision Maker: The Executive

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: October 21, 2025

Purpose:

Content: It was RESOLVED:-   ·     To implement, as soon as possible: -   ·     the introduction of the Power BI dashboard for Heads of Service and Directors, in relation to complaints about their service;   ·     training for complaints officers, and their deputies, on customer care and equalities/diversity;   ·      updated guidance note on effective complaints handling.   ·     That having considered the Annual Letter from the Public Services Ombudsman (PSOW) for 2024/2025, to require that current performance data on service complaints become a standing item in the routine meetings between Heads of Service/Directors and their Executive lead (Portfolio Holder).   ·     To instruct the Monitoring Officer to remind services of the requirement to: -   ·         action any recommendations from the PSOW, and report completion to the PSOW, within the timeframe set; ·         routinely record any lessons learnt from complaints, identifying any patterns and implementing suitable mitigation measures.   ·       To instruct the Monitoring Officer to respond to the PSOW’s Annual Letter 2024/202, as required in the penultimate paragraph of the said Letter.