The key points of the report are provided below:

• the number of complaints has remained similar over the past two years, indicating a consistent level of service
• there was a slight decrease in Stage 1 complaints from 59 in 2022 to 2023 to 58 in 2023 to 2024
• the number of Stage 2 complaints remained the same in this period to the previous year
• there was a slight increase in Ombudsman complaints, suggesting a small reduction in resident satisfaction at the end of the complaints process
• the increase in communication-related complaints highlights a need for better information dissemination and interaction with service users. The decrease in policy or procedure complaints indicates improvements in clarity and the implementation of policies
• the volume of complaints in Complex Care continues to be high as it supports and undertakes most statutory assessments of a complex nature. However, numbers in Integrated Commissioning have shown a small reduction. The absence of complaints in Public Health is a positive sign, while the reduced number in Safeguarding Adults indicates areas for improvement