Number of formal complaints made against Hartlepool Borough Council revealed

The Local Government and Social Care Ombudsman is responsible for investigating alleged wrongdoing in local public services.

According to figures from the body, the 20 complaints or enquiries made about the council in Hartlepool in the year to March was up from 16 the year before.

The 2020-21 year, however, was punctuated by lockdowns following the pandemic outbreak.

In addition, the Ombudsman found the council to have acted unjustly on just one occasion.

A Hartlepool Borough Council spokesperson said: “As an authority, we strive to provide a wide range of high-quality, efficient and effective services that meet the needs of local residents and businesses.

“Where people are not satisfied with a particular service, we have internal procedures that allow them to complain directly to us.

"We promise to listen carefully to what they have to say and to deal with complaints impartially, objectively, professionally and promptly.

“Whilst we make every effort to resolve a complaint to a customer’s satisfaction, we acknowledge that they have a right to refer the matter in question to the Local Government and Social Care Ombudsman for investigation if they are unhappy with our response.

"Whilst 20 complaints/enquiries were referred to the Ombudsman in the year to March, we note that the council was found to have acted unjustly on just one occasion.”

The most common reason for complaints in the area were issues related to education and children's services, with six complaints or enquiries.

Nationally, the number of complaints rose compared to last year, with 15,826 in the year to March.

This was up 25% from 11,830 last year but below the 17,019 recorded in 2019-20.

Education and children's services were the most common reason to get in touch with the organisation followed by planning, development, adult social care, and housing.

Councils were found to have acted unjustly on 2,678 occasions, a 27% increase on the year before.

Michael King, Local Government and Social Care Ombudsman, said: "The vast majority of councils agree to the recommendations we make and see them as common-sense ways of providing better services." ghh

The Ombudsman service can be contacted on 0300 061 0614.