Decision Maker: Cabinet

Outcome: For Determination

Is Key Decision?: Yes

Is Callable In?: No

Date of Decision: December 16, 2025

Purpose: The purpose of this report is to share the Public Services Ombudsman for Wales Annual Letter 2024-25 for Flintshire County Council. The Annual Letter provides an overview of the performance of the Council in relation to complaints of maladministration received between 1 April 2024 – 31 March 2025. This report also provides an overview of complaints received by each portfolio of Flintshire County Council in the first half 2025-26 (1 April 2025 – 30 September 2025).

Content: (a)       That it be noted that for the first time in three years, there has been a 20% increase in complaints against Flintshire County Council, which aligns with the average increase across local authorities in Wales;   (b)       That the Council’s lower-than-average intervention rate by the Ombudsman, its strong performance in complying with Ombudsman recommendations, and the fact that no formal investigations have been instigated for the third consecutive year be welcomed;   (c)        That the Council’s half-year performance (2025-26) in handling complaints in accordance with the Council’s Concerns and Complaints Policy; and   (d)       That the priorities outlined in paragraph 1.27 be supported.