Corporate and statutory annual complaints report 2024 to 2025

Introduction

This report provides an analysis of corporate and statutory complaints received by us during the year 2024 to 2025. A countywide overview will determine any recurring themes across the council. Additional analysis per service area will aim to pinpoint any specific areas of work.

The report also provides recommendations to the corporate leadership team (CLT) on how services can be improved, including customer relations. CLT should:

• consider these recommendations
• where possible, agree how these can be implemented

Corporate and statutory complaints process

Our corporate and adults complaints process has two formal stages, with statutory children's complaints having three. All complaints received now enter the formal process at stage 1 due to the removal of pre-complaints. This is in line with the Local Government and Social Care Ombudsman (LGO) code of practice.

The LGO Code of Practice updated in February 2024 states:

'The early and local resolution of issues between organisations and individuals is key to effective complaint handling. Organisations should not have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion.'

Given the above, early resolutions have been removed from the complaints process. Therefore, any expression of dissatisfaction from a customer will now be processed as a formal stage 1 complaint as per the LGO code of practice:

'When an individual expresses dissatisfaction that could meet the criteria for a complaint as set out in section 1 of the Code, they should be given the opportunity to make a complaint. Organisations should recognise that individuals may be reluctant to raise complaints out of fear it may impact services they receive in future.'

Once a response has been provided, those complainants wishing to escalate their complaint to the next stage must advise the complaints manager of the reasons they remain dissatisfied. For corporate and adults complaints, further internal investigation is undertaken. Once complete, and a response sent, the complainant may contact the LGO.

For children's statutory complaints, an escalation to stage 2 requires the commissioning of an independent investigator. Their investigation will be overseen by another independent officer. Once complete, the council will respond based on their findings. Should a complainant question the findings and council’s response, they can request that the investigation be reviewed by an independent panel. This is stage 3 of the statutory process. Once a panel has convened and a response provided, the complainant may contact the LGO.

Countywide overview

In 2024 to 2025, we saw 1,107 contacts received from the public to express dissatisfaction with the service they had been provided. The remainder of cases not included in this report are a variety of areas including recruitment, fire and rescue and HR.

Due to the removal of pre-complaints from the beginning of the 2024 to 2025 year, all contacts entered the formal complaints process.

The first quarter of the year saw a decrease in the number of contacts received compared to the same quarter of the previous year. This number continued to decline over the final three quarters of the year.

Overall, there was a decrease of 22% in the number of contacts received by the authority in comparison to the previous year. This is despite the removal of the pre-complaint process, which was expected to reflect an increase in the total number of stage 1 complaints being raised.

The following table shows the total number of complaints entering the formal process per quarter from 2021 to 2022:

For all services, complaints which have been found to be either fully or partially upheld, have been analysed further. This is to determine if there are any common factors which can be improved for future service provision. It is these cases that are being used to make recommendations to services on things which require work and, or improvement.

Overall outcomes of all formal complaints in 2024 to 2025:

• upheld - 211 (19%) 
• partially upheld - 274 (25%)
• not upheld - 622 (56%) 

In 2024 to 2025, 44 cases escalated to the next stage of the complaints process. Of these 44 cases, three were within the children’s statutory complaints process. Two of which remain open at the time of writing this report.

Escalation of complaints

Overall, cases escalated to stage 2 of the complaints process increased by 33%. Therefore, although complaint numbers have decreased, more customers have remained dissatisfied with the response provided compared to the previous year.

Children's services

In 2024 to 2025, 318 public contacts expressed dissatisfaction with both corporate and statutory children's services. Overall, the year saw a decrease of 6% in comparison to the previous year. The total complaints raised for children’s services this year accounts for 29% of all contacts received.

The following table shows the comparison of formal complaints received for children’s services per year since 2021 to 2022.

Context

Below, we have provided a comparison of the number of:

• complaints received
• referrals and open social care cases within children’s services

This is to understand complaint numbers and how they reflect the services being delivered.

Of the 318 complaints that entered the formal process:

• 184 (58%) found no fault in the way in which services were delivered
• 82 (26%) complaints were partially upheld
• 52 (16%) were upheld

Analysis was undertaken on those complaints partially or fully upheld. This determined if there were any trends or common factors. The following shows the reasons of all upheld complaints and the aspects of those complaints partially upheld, where fault was found.

Reason for complaint where fault was identified:

• data breach – 3%
• cancellation or withdrawal of service – 3%
• insufficient or lack of communication – 35%
• delay in service – 9%
• delay or errors in assessment – 4%
• discrimination (inappropriate action or service) – 1%
• failure to deliver service or take action – 16%
• staff conduct – 7%

Within quarter 1 of the year, 55% of complaints found fault with the quality of the service being delivered. However, in quarter 2 and 3, this shifted to most complaints identifying fault with the level of communication with our service users and their families. In quarter 2, 36% of complaints identified fault with communication, whereas in quarter 3, we agreed in 44% of cases that our communication was lacking. Therefore, communication issues have increased throughout the year. 35% of the 134 partially or fully upheld complaints identified a fault with our level of communication.

Delays in service accounted for 15%, or 20 of the partially and fully upheld complaints during 2024 to 2025. Within quarter 2 of 2024 to 2025, delays accounted for 26% of partially and fully upheld complaints and 8% in quarter 3. This shows that positive work has been undertaken in this area to minimise delays being experienced by our service users.

Communication remains an area that requires improvement throughout children’s services. However, this is a common trend identified across all service areas.

Adult care and community wellbeing

In 2024 to 2025, adult care and community wellbeing (ACCW) received 239 contacts from the public, expressing dissatisfaction with the services delivered. Overall, this area has seen a 12% decrease in the total number of contacts received in comparison to the previous year. The total complaints raised for adult care this year accounts for 22% of all contacts received.

The following table shows the comparison of formal complaints received for adult care per year since 2021 to 2022:

Context

Below, we have provided a comparison of the numbers of:

• complaints received over 2024 to 2025
• assessments, requests for services and open cases within adult social care 

This is to understand complaint numbers and how they reflect the services being delivered.

The 239 complaints received over the year equates to 2% of all open adult social care cases. The complaints included in the ‘other’ section above consist of: 

• adult finance
• residential homes
• adult’s data handling
• safeguarding
• DoLS 
• Ukrainian refugees

When looking at the outcome of complaints in this area:

• 121 (51%) identified no fault in the services which were delivered
• 55 (23%) complaints were partially upheld
• 63 (26%) complaints upheld

Analysis was undertaken on those complaints partially or fully upheld. This determined if there were any trends or common factors. This data was then provided to relevant staff within the service for: 

• additional review 
• decisions on any areas of improvement

The following shows where faults were found in complaints that were upheld, and the founded aspects of those complaints that were partially upheld.

Reason for complaint where fault was identified:

• insufficient or lack of communication – 31%
• cancellation or withdrawal of service – 1%
• delay in service – 16%
• delay or errors in assessment – 6%
• discrimination (inappropriate actions or service) – 1%
• data breach – 4%
• failure to deliver service or take action – 12%
• staff conduct – 4%
• unhappy with decision – 4%
• procedures not followed – 5%
• disputed charges – 10%
• third-party providers – 6%

This analysis highlights the recurring trend of customers’ raising concerns in relation to communication and delays entailed. Furthermore, this year has seen an increase in the number of adult finance complaints being raised. The majority of these are service users and their families disputing the charges received for care. This has resulted in an increase in complaints, which have been referred to the Financial Resolution Group (FRG).

Highways

This year saw 346 contacts received from the public expressing dissatisfaction with the services delivered by highways.

Overall, this area saw a 61% decrease in comparison to the number of contacts received in the previous year. However, this can be explained due to highways now being reported on as a separate entity. During 2023 to 2024, highways and transport services were reported on collectively. The total complaints raised for highways this year accounts for 31% of all contacts received.

During 2024 to 2025, highways saw the highest number of complaints during quarter 1. This can be explained due to the time of year that results in many highways works being conducted, such as verge maintenance and scheduled maintenance.

Context

Highways received a total of 67,121 contacts over 2024 to 2025. These are broken down below to show what method was used for the contacts across: 

• the FixMyStreet platform
• customer service centre calls 
• customer service centre emails

The information provided shows that customers mainly use the FixMyStreet platform to report concerns relating to highways. As 346 complaints were raised for highways over the year, this equates to 0.51% of the total contacts received during this period.

Analysis was undertaken on those complaints partially or fully upheld. This determine if there were any trends or common factors.

The following shows where fault was found in complaints that were upheld and the aspects of those complaints partially upheld.

• not upheld – 65%
• partially upheld – 23%
• upheld – 12%

121 (35%) of all cases were either upheld or partially upheld. The following shows a breakdown for those complaints in which the service was not to the quality or standard expected.

Reason for complaint where fault was identified

• insufficient or lack of communication – 36%
• failure to deliver service or take action – 27%
• inadequate services provided by third party – 5%
• poor quality of completed works or repairs – 9%
• staff conduct – 5%
• unhappy with decision – 4%
• conduct of contracted providers – 3%
• delay in service – 10%
• procedures not followed – 1%

Similarly to other services areas, we agreed in 36% of cases that our communication was lacking. Within highways, this surrounds communication provided via the: 

• FixMyStreet platform
• customer service centre 
• prior notice to residents regarding maintenance works being conducted in their local area

Furthermore, in 27% of cases, we agreed that we have failed to deliver the service expected. For example, completing highways repairs.

Transport

This year saw 80 contacts received from the public expressing dissatisfaction with the services delivered. This includes both public transport and educational transport. The total complaints raised for transport accounts for 7% of all contacts received.

As can be seen below, transport services have seen a steady decline in complaints received since the beginning of 2023 to 2024. The numbers continue to decline during this year. This highlights the positive work being conducted by colleagues in transport services, as it was expected that numbers would increase during quarter 2. This would align with the beginning of a new school year and the number of transport applications received during this time.

Transport complaints received per quarter

The number of transport applications processed over 2024 to 2025 was 8,308. The number of complaints received was 70. This accounts for 0.84% of all eligible passengers. This helps us to understand the work being delivered regarding educational transport and the number of complaints received.

The following shows where fault was found in complaints that were upheld and the aspects of those complaints partially upheld.

• not upheld – 50%
• partially upheld – 21%
• upheld – 29%

During 2024 to 2025, transport saw an equal split of complaints where fault was identified, and those where no fault was identified with the service delivered.

Further analysis of these complaints shows the below reasons where fault was identified with the service delivered.

Reason for complaint where fault was identified

• cancellation of withdrawal of service – 5%
• insufficient or lack of communication – 37%
• delay in service – 15%
• failure to deliver service or take action – 7%
• inadequate service provided by third party – 15%
• staff conduct – 10%
• procedures not followed – 3%
• unhappy with decision – 8%

2024 to 2025 has identified that customers remain dissatisfied with the level of communication they are receiving from transport services. Furthermore, delays entailed, and the services provided by third parties (such as transport providers for school contracts) remain areas of concern. Therefore, service managers should continue to explore ways to improve this area.

Communities

This year saw 71 contacts received from the public expressing dissatisfaction with the services delivered by communities. This analysis includes: 

• countryside access
• cultural services 
• waste services (excluding transport)

The total complaints raised for communities accounts for 6% of all contacts received.

Communities complaints received per quarter (excluding transport):

Communities have seen a steady decline in complaints received since the beginning of 2023 to 2024. Service managers have been proactive in working alongside customer relations when trends have become apparent in this service area, particularly with regards to waste services.

Context

Waste services have provided tonnage figures for 2024 to 2025. This helps is to understand the volume of complaints in comparison to site usage.

Although Tattershall had the lowest tonnage figures for the year, this site received the most complaints, with 19 in total. Lincoln (Great Northern Terrace) had the highest tonnage figures for the year, and received the second highest number of complaints, with 10 in total.

The following shows where fault was found in complaints that were upheld and the aspects of those complaints partially upheld.

• not upheld – 27%
• partially upheld – 41%
• upheld – 32%

Over 2024 to 2025, 19 (27%) complaints raised did not identify any fault with the service that was delivered. However, 29 complaints (41%) were partially upheld, with 23 complaints (32%) fully upheld.

Further analysis of these complaints shows the below reasons where fault was identified with the service delivered.

Reason for complaint where fault was identified:

• conduct of contracted providers – 4%
• failure to deliver service – 5%
• health and safety – 2%
• staff conduct – 77%
• procedures not followed – 4%
• unhappy with decision – 2%
• insufficient or lack of communication – 6%

As can be seen above, 40 complaints (77%) identified fault with the conduct of staff. Of these 40 complaints, 38 were regarding staff conduct at the HWRCs across Lincolnshire. The remaining two complaints were regarding library and countryside services.

The trend of staff complaints for the HWRCs over the year has been raised with service management. They are taking action to improve the service delivered. It is hoped that this work will result in a decrease in staff complaints received over the next year.</

Local Government and Social Care Ombudsman (LGSCO)

A customer can escalate their complaint to LGSCO if they:

• remain dissatisfied with the response provided by the local authority
• feel that their concerns have not been resolved

A breakdown of the service areas which the complaints raised with the LGSCO over the last four years is shown below.

LGSCO complaints by area

Conclusion

Although formal complaint numbers decreased in 2024 to 2025, feedback has provided valuable insights for improving council services. Furthermore, the decrease is positive due to the implementation of the Local Government and Social Care Ombudsman’s code of practice, which was expected to result in an increase of complaints processed over the year.

A recurring theme across council services over 2024 to 2025 has highlighted that communication remains an area of concern for residents and service users. Each service area should continue to explore: 

• ways in which communication can be improved moving forwards into 2025 to 2026
• whether this influences the number of complaints where fault is identified due to insufficient communication

Delays within services also continue to remain a concern for residents and service users. Conversations with service areas have concluded that more work is required to clearly outline the local authority’s timescales for work to be completed. This ensures that customers’ expectations are met, which will result in a decrease in the number of complaints raised.