Agenda item

The Business Manager for Complaints and Enquiries introduced the Annual Complaint & Service Monitoring Report covering the period from 1 April 2024 to 31 March 2025. Members were informed of key changes introduced by the Local Government and Housing Ombudsman, including new complaint handling codes which had led to a shift from informal to formal complaints. As a result, fewer service improvements were recorded due to stricter procedural pathways.

A decrease in service requests from 3729 to 3208 was highlighted, while Stage 1 and Stage 2 complaints had increased. Ombudsman complaints remained stable, with 77 received and 18 upheld. Officers explained that many were not investigated due to lack of merit, often linked to dissatisfaction with Council policy. It was reported that the system continued to function effectively, with most complaints resolved early.

Members acknowledged a significant drop in compliments—from 502 in 2021 to 110—largely due to underreporting and the absence of initiatives such as wildflower planting, which had previously generated positive feedback. Internal processes were also cited, with staff often unsure where to direct compliments.

The Committee recognised a reduction in Member enquiries from 6,236 to 3,320, while service requests increased to 7,100, resulting in a balanced overall volume of interactions. Common enquiry topics included housing services, antisocial behaviour, and waste, while fly-tipping and street cleansing dominated service requests. Officers outlined investment in data analytics, including geolocation and live reporting tools, which had helped identify hotspots and inform resource allocation. However, seasonal factors and budget constraints were acknowledged as ongoing challenges.

Concerns were raised about the lack of follow-up on recurring issues. Officers confirmed that hotspot data could be shared with Members, subject to GDPR considerations. Follow-ups typically focused on frequent reporters, although arrangements could be made for specific cases upon request.

Lessons learned from upheld Ombudsman investigations were discussed, with most cases relating to housing services during 2022–2023. In many instances, corrective actions had already been taken before the findings were issued. Significant faults had been reviewed by senior officers, and Members were assured that recommended improvements had since been implemented across relevant services.

The Committee explored how Hillingdon compared to other London boroughs and councils nationally. While all councils applied the same definitions for complaints and service requests, Members observed that interpretation and application varied. For example, whether a complaint was considered upheld often depended on individual judgement. It was also noted that even within Hillingdon, councillors submitted varying levels of service requests based on local needs and perspectives.

Officers confirmed that comparative data with neighbouring authorities could be provided upon request, offering insight into Hillingdon’s performance across various services. Further clarification was requested on how fly-tipping and street cleansing data had been used to inform cabinet decisions and resource deployment.

Members welcomed the success of a ward-based hotspot visit initiative, which had actively involved local businesses and households in efforts to reduce waste. There was interest in repeating similar initiatives, and it was suggested that analysing the link between service reductions and rising request volumes could help shape future planning. Some waste-related complaints were found to stem from avoidable oversights rather than staffing shortages.

The Committee considered whether compliments could be linked to staff performance reviews. Officers confirmed that while compliments are valued and shared, only those recognising work beyond standard duties are considered in formal evaluations. The relatively low number of complaints and compliments was acknowledged, especially in the context of serving a population of over 250,000 residents.

RESOLVED:

1.    That the Committee noted the contents of the report and provided comments to officers as appropriate.

2.    That a copy of the report be shared with other Select Committee Members.