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.’

SIGN UP
For your free daily news bulletin
Highways jobs

Senior Developer (Permanent and 12-month maternity cover)

Royal Borough of Greenwich
£51,093 - £69,068
Royal Greenwich is a vibrant borough, with a rich history and diverse community. Greenwich, London (Greater)
Recuriter: Royal Borough of Greenwich

Prevention Assessor

Sandwell Metropolitan Borough Council
Band D, SCP 9 -17 (£25,119 - £28,770 per annum)
We are currently seeking to recruit highly enthusiastic and motivated Prevention Assessors Sandwell, West Midlands
Recuriter: Sandwell Metropolitan Borough Council

Planning Officer

North Yorkshire Council
Entry Level
£35,745 - £40,221
Recuriter: North Yorkshire Council

Corporate Complaints, Learning and Improvement Manager RBKC616184

The Royal Borough of Kensington & Chelsea Council
£64,929 - £74,220 per annum
Develop positive partnerships with the voluntary groups that work in our communities Kensington and Chelsea, London (Greater)
Recuriter: The Royal Borough of Kensington & Chelsea Council

Service Lead, Performance, Policy and Delivery

The Royal Borough of Windsor & Maidenhead
£58,215 - £63,564 per annum (min and max salary for the job).
We have an exciting opportunity for to join us as Service Lead for Performance, Policy and Delivery! Maidenhead, Berkshire
Recuriter: The Royal Borough of Windsor & Maidenhead
Linkedin Banner

Partner Content

Circular highways is a necessity not an aspiration – and it’s within our grasp

Shell is helping power the journey towards a circular paving industry with Shell Bitumen LT R, a new product for roads that uses plastics destined for landfill as part of the additives to make the bitumen.

Support from Effective Energy Group for Local Authorities to Deliver £430m Sustainable Warmth Funded Energy Efficiency Projects

Effective Energy Group is now offering its support to the 40 Local Authorities who have received a share of the £430m to deliver their projects on the ground by surveying properties and installing measures.

Pay.UK – the next step in Bacs’ evolution

Dougie Belmore explains how one of the main interfaces between you and Bacs is about to change.