Communities and Local Government written question – answered at on 23 June 2009.
To ask the Secretary of State for Communities and Local Government
(1) if he will issue guidance to local authorities on the separate recording of numbers of complaints received from (a) hon. Members and (b) councillors of (i) the same authority and (ii) another authority;
(2) what guidance his Department gives to local authorities on recording the number of complaints about their services received (a) by mail, (b) by email, (c) by telephone, (d) in person and (e) by other means.
Guidance to local authorities on running a complaints system is issued by the local government ombudsman, who issued updated guidance in April 2009, which makes clear the importance of effective recording of complaints.
Yes2 people think so
No5 people think not
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Annotations
Thomas
Posted on 24 Jun 2009 11:07 am (Report this annotation)
The LGO have been in a position to advise local authorities on the importance of recording complaints since 1974. Recent Freedom of Information requests to all councils prove that they don't record complaints properly. The latest so called updated guidance from the LGO is just an exercise to cover their backside for their ongoing failure to ensure local authorities keep adequate complaint records. The LGO have failed to improve the administrative justice system over the last 35 years and should be replaced with an effective alternative.