Decision Maker: Governance and Audit Committee

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: No

Date of Decision: January 21, 2026

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 having regard to the factors below, the Committee is assured that the Council operates an effective complaints process:   i) for the first time in three years, there has been a 20% increase in complaints against Flintshire County Council, which is in line with the average increase across local authorities in Wales.   ii) the Council’s lower-than-average intervention rate by the Ombudsman and its strong performance in complying with Ombudsman recommendations, and   iii) the fact that no formal investigations have been instigated for the third consecutive year.   iv) the Council’s half-year performance (2025-26) in handling complaints in accordance with the Council’s Concerns and Complaints Policy and the priorities in paragraph 1.27.