Issue - meetings

REPORT OF THE CUSTOMER & DIGITAL SERVICES MANAGER

The 3C's Policy has been refreshed to comply with the LGO’s complaint handling code.

RESOLVED: That the updates to the policy were approved.

REASON FOR DECISION: It was recommended that Cabinet approve the updated 3Cs Policy, to align with the Local Government Ombudsman’s complaint handling code. The revised policy formalises existing good practices, clarifies procedures for staff and customers, and ensures continued compliance with national standards. These updates will support a fair, transparent, and consistent approach to handling feedback and complaints, helping North Herts Council maintain high service standards and a positive complaint-handling culture.

Audio recording 4 minutes 7 seconds

Councillor Val Bryant, as Executive Member for Customer Experience, presented the report entitled ‘Updated 3C’s Policy’ and advised that:

·       The 3C’s Policy approved by Cabinet in November 2022 had been updated to comply with the Local Government Ombudsman’s Complaint Handling Code which was introduced in February 2024 and attached at Appendix C.

·       The LGO’s Complaint Handling Code was issued to provide guidance about good practice to organisations under section 23 (12A) of the Local Government Act 1974.

·       Additions that have been made to the 3C’s Policy were detailed in Appendix B.

·       The Council would not be adopting code 6.13 of the Complaint Handling Code which did not require individuals to explain reasons for escalating to a stage 2 complaint.

·       Once adopted, the updated 3C’s Policy would be briefed to all staff and published on the Council website.

Councillor Val Bryant proposed and Councillor Mick Debenham seconded and, following a vote, it was:

RESOLVED: That the updates to the policy were approved.

REASON FOR DECISION: It was recommended that Cabinet approve the updated 3Cs Policy, to align with the Local Government Ombudsman’s complaint handling code. The revised policy formalises existing good practices, clarifies procedures for staff and customers, and ensures continued compliance with national standards. These updates will support a fair, transparent, and consistent approach to handling feedback and complaints, helping North Herts Council maintain high service standards and a positive complaint-handling culture.