Decision details

The Director, Legal Services advised the Cabinet of the publication of the Public Services Ombudsman for Wales’ (‘PSOW’) Annual Report and Annual Letter to this Council for 2019-2020.

The Director advised that the number of complaints about local authorities across Wales reduced to 890 from 912 and of the 2,242 complaints received about public bodies, the top 5 categories related to health (41%), housing (15%), complaint handling (9%), social services (8%) and planning and building control (7%). The Director advised that in terms of local authorities specifically the main subjects were: Social Services (18%) Housing (16.9%) Planning and Building Control (15.4%) Environment and Environmental Health (10.6%) Complaint Handling (9%).

Members were informed that during 2019-2020 39 complaints (for periods 2018/2019 – 36 and 2017/2018 – 36) were received by the PSOW relating to the Authority which equates to 0.16 complaints per 1000 residents and represents the second lowest total in Wales out of the 22 authorities. 

The Deputy Leader thanked the Director for the update and was pleased to note that RCT was the second lowest in Wales in terms of complaints. The Deputy Leader was concerned about the 22 complaints to the Ombudsman in respect of a small Community Council within RCT, but had been reassured that the Director and Chair of the Council’s Standards Committee had addressed the Community Council. The Deputy Leader emphasised the importance of Heads of Democratic Services providing appropriate standards training.

The Cabinet RESOLVED:

1.    To consider and note the 2019-2020 Public Services Ombudsman for Wales’ Annual Report and Annual Letter to the Council.