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Proportion of upheld cases where the authority provided a satisfactory remedy before the complaint reached the Ombudsman (15414) Metric type
- Help text
- This is the proportion of upheld cases where the authority has provided a satisfactory remedy before the complaint reached the Ombudsman. The Local Government & Social Care Ombudsman (LGSCO) recognise cases where an authority has taken steps to put things right before the complaint came to the Ombudsman. These are complaints the authority upheld and the LGSCO agreed with how it offered to put things right.
The LGSCO is a free service. It investigates complaints in a fair and independent way. It does not take sides. The LGSCO can look at complaints about things that have gone wrong in the way a service has been given or the way a decision has been made, if this has caused problems. The areas it can look at includes administrative fault, such as the council making a mistake or not following its own rules; poor service or no service; delay; bad advice.
LGSCO advise caution when using these statistics to monitor the performance of organisations because the number of new cases received does not simply depend on the number of problems people have with local services. There are lots of other factors to consider.
Demographics: An organisation that serves a large population is likely to see more complaints. This could also influence the kind of complaints that are made. For example, a community that includes a high proportion of older people may raise more complaints about adult social care services.
Local conditions: Sometimes, one-off events can generate multiple complaints about the same organisation. For example, there may be several complaints from people who oppose a council's decision to grant planning permission for a large housing development.
Expectations: Not everyone who receives a poor service goes on to raise a complaint and some people are less likely to complain than others. So a fall in the number of received complaints may reflect lower expectations rather than an improvement in services.
Signposting: A high number of received complaints might reflect an organisation that is good at letting people know they can ask for an independent investigation.
- Modified
- 06 Aug 2021
- Data last updated
- 17 Oct 2022
- Short label
- Ombudsman complaints - satisfactory remedy rate
- Status
- Live
- Output precision
- 0
- Polarity
- a high value is good
- Measure
- Case rate %
- Dataset
- Remedy and compliance outcomes
- Collection
- Local government complaint reviews
- Source
- Local Government & Social Care Ombudsman
- is found in the following lists
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