THE Local Government and Social Care Ombudsman has revealed how many complaints it upheld against Gedling Borough Council in 2019-20.
The Ombudsman, which investigates complaints from the public about councils and other bodies providing public services in England, has released the figures as part of its annual review.
During 2019-20, the Ombudsman upheld one complaint against Gedling Borough Council, equating to an uphold rate of 20 per cent – the average rate for similar councils is 45 per cent.
No complaints were upheld against the council during 2018-19.
The council received 14 complaints in total, but two of these were referred back for local resolution.
Of the complaints received, one was about benefits and tax, two were about Corporate and other services, three were about Environmental Services, Public Protection and Regulation and six complaints were made about Planning and Development
The Local Government and Social Care Ombudsman is an independent arbiter investigating and settling disputes people have with their local council.
Michael King, Local Government and Social Care Ombudsman, said: “While we are seeing more and more complex cases beset by systemic problems, we are also increasingly working with councils to identify the root of those problems and making recommendations to improve the underlying policies and procedures causing them.
“These service improvements highlight the power one single complaint can have – when dealt with properly – to prevent problems reoccurring and improve services for others.
“The cases highlighted in my report reflect the reality of local authority life prior to the Covid-19 crisis, but I believe it is all the more important now to deal with complaints properly and to harness this free public feedback.
“Councils’ readiness on the whole to work with us to implement our practical recommendations to improve the services they provide demonstrates the sector has a mature attitude to complaint handling – one which we have advocated throughout our work”
