Upcoming changes to our Corporate Complaints Process – effective 1 April 2026
From 1 April 2026, we are updating our corporate complaints process to meet the national Local Government and Social Care Ombudsman (LGSCO) Complaint Handling Code. The Code sets clear standards so complaints are handled fairly, quickly, and transparently.
Key improvements include:
- Shorter response times – Stage 1 responses within 10 working days; Stage 2 within 20 working days.
- Clearer routes to complain, with support if needed. Improved early resolution, aiming to put things right sooner.
- More openness, including published annual complaints reports.
These updates ensure your concerns are resolved promptly and that learning from complaints leads to better services.
Full details will be available on our website from April 2026.
Resident FAQs: changes to the complaints process
1. Why is the complaints process changing?
The LGSCO will begin formally using the Complaint Handling Code in their investigations from 1 April 2026. All councils are expected to follow the Code’s standards to ensure fair and effective complaint handling.
2. What are the main improvements I will notice?
You will see:
- Faster, clearer responses
- A simpler two stage process
- Better communication and transparency
- A stronger focus on learning from complaints to improve services
3. What are the new response times?
Under the new Code:
- Stage 1: Acknowledgement within 5 working days; full response within 10 working days
- Stage 2: Acknowledgement within 5 working days; final response within 20 working days
Extensions may be agreed where needed but must be explained (“comply or explain”).
4. What counts as a complaint?
A complaint is an expression of dissatisfaction with a service, action, or lack of action.
A service request is different - it’s when you ask us to do something (e.g., fix an issue or provide information), rather than complain about something that has gone wrong.
5. Will it be easier to make a complaint?
Yes. The Code requires councils to make the process more accessible, with clear information and reasonable adjustments for anyone who needs support.
6. How is the council improving transparency?
We will publish:
- An annual complaints performance and learning report
- A yearly self assessment showing how we meet the Code
7. Do I need to do anything now?
No. The updated process will automatically apply to complaints made on or after 1 April 2026.
