Decision Maker: Strategy and Resources Policy Committee

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: No

Date of Decision: November 20, 2024

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