Issue - meetings
Annual Local Government Ombudsman Letter 2025/26
Meeting: 25/06/2026 - Audit and Governance Committee (Item 11.)
Purpose:
This report provides a review of the organisation’s complaints handling performance and service improvement over the financial year 1 April 2025 – 31 March 2026.
The report is written in line with the Councils Complaints Policy and Procedure (“the Policy”) which was introduced on 1 April 2025. The Policy meets the requirements of the Local Government and Social Care Ombudsman’s Complaint Handling Code.
The report also presents the Annual Complaints statistics as provided by the Local Government and Social Care Ombudsman (“the LGO”) letter for the year 1st April 2025 – 31st March 2026.
The report also outlines some proposed changes to the Policy for Committee Approval.
Recommendations:
That the Audit and Governance Committee:
- note the content of the report and the Local Government and Social Care Ombudsman’s annual letter for 25/26 attached at annex A.
- approve the recommended changes to the Complaints Policy and Procedure in relation to the use and response to Artificial Intelligence generated complaints attached at annex B.
Additional documents:
- A1 - West Oxfordshire District Council Annual Letter, item 11.
PDF 134 KB
- A2 - Ombudsman Letter - Stats, item 11.
PDF 228 KB
- A2 - Ombudsman Stats, item 11.
PDF 143 KB
- B - complaints-policy-and-procedure-wodc-final, item 11.
PDF 285 KB
- Webcast for Annual Complaints Performance and Service Improvement Report, including the Annual Summary of Complaints Statistics from the Local Government and Social Care Ombudsman - Year Ending 31 March 2026