In partnership with the Local Authority Complaints Handlers Network, a set of performance indicators for the Local Authority Model Complaints Handling Procedure has been developed.
The indicators formalise the indicative indicators originally published in The Local Authority Model Complaints Handling Procedure Implementation Guide and are linked to the core recording, reporting and publicising requirements within the model CHP. Publishing information against these indicators will provide transparency to the public on how they handle and learn from complaints. The indicators will also help councils to understand their complaints handling performance in more detail and ensure that they are capturing consistent and directly comparable information to enhance their benchmarking of complaints performance with their peers.
Local authorities are reminded that from 2013/14 they are required to assess complaints handling performance against these performance indicators using existing self-assessment frameworks, and to publish on an annual basis performance in handling complaints.
The indicators can be found here: