William Eichler 27 July 2023

Liverpool CC praised for complaints handling improvements

Liverpool CC praised for complaints handling improvements image
Image: Marbury / Shutterstock.com.

Liverpool City Council has been praised for the improvements it has made in the way it handles complaints.

The Local Government and Social Care Ombudsman (LGSCO) has welcomed the council’s progress on overhauling and improving the way it handles complaints.

In a report published last year, the Ombudsman recommended the council streamline its multiple complaint processes to give people a consistent experience, bring in more senior oversight of complaints, and develop a way to ensure the council uses complaints to improve.

The council has developed a plan to respond to these recommendations and has started work to bring three separate complaints teams together, training its staff and embedding complaints data into regular management reporting.

Local Government and Social Care Ombudsman, Paul Najsarek, said: ‘I am pleased with the way Liverpool responded to our review, giving us open access to its systems and staff. While we heard that good complaint handling was often down to individuals taking the initiative rather than a wholescale approach, the council did demonstrate a willingness and ability to change.

‘It is encouraging to hear the progress the council has made when considering and implementing many of the recommendations in last year’s review.’

Council leader, Cllr Liam Robinson, said: ‘I am really delighted with the positive feedback we have had from the Local Government and Social Care Ombudsman.

‘As part of our improvement journey, we are committed to being an open and transparent Council, accountable for our actions.’

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