Issue - meetings

(a)       That the Committee notes the improving annual performance of the Council in respect of complaints made to the Public Services Ombudsman for Wales during 2023-24;

(b)       That the Committee notes the half year performance of the Council (2024-25) in respect of complaints made to services in line with the Concerns and Complaints Policy;

(c)       That the Committee supports the priorities outlined in paragraph 1.25; and

d)         That the Committee notes and welcomes the lessons that have been learned.

The Chief Officer (Governance) and Customer Contact Service Manager presented a report (agenda item 8) on the Public Services Ombudsman for Wales (PSOW) Annual Letter summarising the Council’s performance on complaints investigated during 2023-24.  The report also included an overview of complaints received by each portfolio during the first half of 2024-25.

This was a positive report in which action tracking was particularly welcomed.  Officers noted the suggestion for future reports to include more detail on the nature of complaints on Appendix 1.

The recommendations were supported, together with an additional motion to welcome the lessons learned.

RESOLVED:

(a)       That the Committee notes the improving annual performance of the Council in respect of complaints made to the Public Services Ombudsman for Wales during 2023-24;

(b)       That the Committee notes the half year performance of the Council (2024-25) in respect of complaints made to services in line with the Concerns and Complaints Policy;

(c)       That the Committee supports the priorities outlined in paragraph 1.25; and

(d)       That the Committee notes and welcomes the lessons that have been learned.