LGA issues workbook for councillors on handling complaints

The Local Government Association (LGA) has published a councillor's workbook on handling complaints for service improvement.

The LGA said the workbook considers the key skills, approaches and strategies that make for an effective ward councillor in relation to complaint handling and councillors' oversight role.

This workbook, which can be viewed here, will:

• take councillors through the complaints process and their role in it
• provide an overview of ombudsman services and what types of complaints they deal with
• direct councillors to sources of information for monitoring complaints
• explain councillors' oversight role and how to use complaints to drive service improvement
• signpost councillors to sources of information for complaints that are outside their council's remit.

The workbook is part of a series of resources offered by the LGA to help councillors in their role. The LGA has previously issued a workbook for members regarding effective opposition as part of the series.

Adam Carey