Decision ref
0013 2025/26
Decision date
19/06/2025
Portfolio
People, Performance and IT
Wards
All wards
Title
St Helens Corporate Complaints, Compliments and Feedback Policy
Summary
The Executive Director of Corporate Services in consultation with the Cabinet Member for People, Performance and IT is requested to approve the revised Corporate Complaints, Compliments and Feedback Policy.
Purpose
The purpose of the report is to present a revised version of the Corporate Complaints, Compliments and Feedback Policy for 2025. This is to ensure that Council complaint handling is aligned to guidance published by the LGSCO. The report provides a high level overview of the proposed changes to the complaints procedure which is attached at appendix A.
Background
The Local Government and Social Care Ombudsman (LGSCO) has issued the Complaints Handling Code as advice and guidance for all local councils in England under section 23(12A) of the Local Government Act 1974. The Code has been considered when developing the revised complaint handling policy and procedures.
The Code only applies to complaints where there is no statutory process in place. This means that some complaints about children’s services, adult social care and public health are not covered by the expectations set out in the Code and are therefore exempt under the revised Corporate Complaints, Compliment and Feedback Policy.
The Code was launched in February 2024 to a number of pilot councils. Local councils have been encouraged to adopt the Code as soon as they are able to do so, as the LGSCO intend to start considering the Code as part of their processes from April 2026. Considering the code as part of the revised policy gives St Helens Council the opportunity to adopt the Code successfully into working practices, allowing for a seamless transition.
Conclusion
The report presents the revised Corporate Complaints, Compliments and Feedback Policy for approval as a delegated executive decision. The report summarises the main changes.
The Executive Director for Corporate Services is requested to approve the new policy as attached.
Risk Implications
Failure to have a current and relevant complaints policy can mean that the council does not follow due process in the administration and response to complaints.
This can result in financial remedies issued by the LGSCO, legal implications, along with reputational and financial damage for the organisation.
Measures to Redress Risk
The LGSCO has issued the Complaints Handling Code as advice and guidance for all local councils in England under section 23(12A) of the Local Government Act 1974. The policy has been updated to reflect best practice published by the LGSCO.
Declarations Of Interest
None
Equality Impact Assessment
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More information
Please contact Sinead Draper on 07803045574
