Lead Member – Councillor Robert Macey, Portfolio Holder for Culture & Digital

Lead Officer – Nigel Newman

RESOLVED:

1.     Members considered the Annual Customer Feedback Report and approved the 15 recommendations within it, and actions to support and improve robust customer feedback performance.

2.     Members noted that from April 2026 the Local Government and Social Care Ombudsman will start to use the complaint handling code within its decisions and reporting (any non-compliance will be highlighted publicly from this time).

The Portfolio Holder for Culture and Digital introduced the report which summarised the customer feedback (compliments, comments and complaints) received by Shropshire Council in 2023/24 as well as the potential impact of the LGSCO Complaint Handling Code from 2026. Overall numbers remain similar for complaints but average time to respond and the proportion of upheld cases have increased.

Members noted that the new complaint handling code from April 26^th 2026 will further reduce response times, requiring careful planning and adjustments.

RESOLVED:

1.     Members considered the Annual Customer Feedback Report and approved the 15 recommendations within it, and actions to support and improve robust customer feedback performance.

2.     Members noted that from April 2026 the Local Government and Social Care Ombudsman will start to use the complaint handling code within its decisions and reporting (any non-compliance will be highlighted publicly from this time).

To receive and scrutinise the Annual Customer Feedback Report for 2023/24, explore trends and issues, and learning and improvements, and identify any emerging topics that would benefit from more detailed consideration by the relevant overview and scrutiny committee, report attached.