Decision Maker: Corporate Resources Overview & Scrutiny Committee

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: December 11, 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: That the Committee:   (a)    Notes 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)    Welcomes 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;   (c)    Notes the Council’s half-year performance (2025-26) in handling complaints in accordance with the Council’s Concerns and Complaints Policy; and   (d)    Welcomes the priorities outlined in paragraph 1.27.