The Local Government and Social Care Ombudsman (LGSCO) has published their annual review report alongside their performance data for all local authorities.
The performance data relating to City of York Council shows a year-on-year reduction in cases the LGSCO have received about the council.
This shows that of 9 cases investigated, 78% (7) were upheld, comparing against an average of 79% in similar organisations.
The complaints related to the below categories:
- Adult care services: 2
- Education and Children’s Services: 1
- Environmental services and public protection and regulation: 2
- Highways and transport: 1 (1 not upheld)
- Housing: 1
- Planning and development: 2 (1 not upheld)
LGSCO decided on 41 cases relating to the council on in the past year. This has fallen from 74 the previous year. Using this total case figure means that 17% were upheld and 5% were not upheld.
The other decisions taken were: advice given; closed after initial enquiries; incomplete or invalid and referred back for local resolution.
The council achieved 100% compliance, where the LGSCO were satisfied that we had successfully implemented their recommendations.
As announced in the May executive meeting, the council remains committed to improving our services and process. As part of this work, the council recently undertook consultation to help shape the Corporate Improvement Framework, and will focus on four key areas:
- Articulate a clear vision to inspire action in everything the council does;
- Build a culture that unites the council, officers, members and partners together, as one team;
- Harness the commitment to the city to deliver ambitions
- Strengthen governance, accountability and financial management and a skilled, resilient workforce
Bryn Roberts, Director of Governance and Monitoring Officer at City of York Council, said:
We acknowledge the report from the LGSCO and thank them for their constructive feedback which highlights some good practice, as well as areas we are working on to improve.
“In the coming months the annual complaints report will be taken to Corporate Services, Climate Change and Scrutiny Management Committee. Ongoing improvement work and opportunities are included in the regular Corporate Governance reports to Audit and Governance Committee throughout the year.
“Our commitment to customer service improvement, a key part of our Council Plan, as well as our Improvement Plan arising from the council’s recent Peer Review, are both helping us focus on getting it right for our customers first time.
“We will continue to work closely with the LGSCO to ensure we are as effective as possible as we strive to further improve our service.”
You can read the report on LGSCO's website.