Agenda item

The DoCS indicated that this report provided an overview of the compliments and complaints activity during 2025-26 and explained the changes the Service was making in response to the Local Government and Social Care Ombudsman Complaint Handling Code, which would be used by the Ombudsman when considering compliance from 1 April 2026.

The report was intended to provide members with assurance that complaints were being monitored, that learning was being identified, and that the Service was strengthening its arrangements in line with recognised good practice. Attention was drawn to page 67 of the agenda pack and the general process for processing complaints with a greater focus on learning and development.

In 2025-26, it was noted that the Service received a total of 105 compliments and 65 complaints.

Appendix 1 of the report set out the breakdown of the complaints, the main messages from the 2025-26 data being:

• Complaint volumes had increased;
• Email and website routes were now the main channels for complaints;
• 41% (27) of complaints were ‘Against the Service’

Complaints against the Service were spread across a wide range of issues, with Lancashire Fire and Rescue Service (LFRS) procedures the largest single category, alongside one-off concerns about inspections, communications, social media, signage and noise.

20% (13) of complaints were ‘Against LFRS Staff’ – these were mainly about behaviour and professional conduct;

• The two other significant areas related to damage to property (10) and driving (11).

Most complaints were resolved early and quickly. While complaint volumes had increased, themes pointed to opportunities to improve communication, consistency in procedures, and public interaction.

In response to a question from County Councillor A Blake in relation to why there was a downward trend in complaints in 2024-25 but a subsequent increase seen in 2025-26, the DoCS explained that the reason was unclear.  However, looking back over the past decade, it was usual for the volume of complaints to fluctuate. There were no particular trends evident and the use of communication channels had been consistent over the past few years. 

In response to a comment from County Councillor J Ash regarding driving related complaints, it was noted that there were an increased volume of vehicles on roads in recent years, as well as an increase in the number of communication channels being used by the Service for complaint handling, these factors could have led to an increased volume of complaints. However, it was felt that overall the volume of complaints was relatively low in comparison to other services. 

The Chair commented that it was surprising that the LFRS social media had received complaints as he felt that it was very good.  A compliment was then shared by the Chair with regards to a summer fair event held last weekend in Clayton-le-Woods which fire service teams from Chorley and Bamber Bridge were attended and with whom members of the public had enjoyed interacting.

The Chair also noted that member complaints were dealt with separately to the complaint handling process.

County Councillor P Buckley asked for clarification on compliments volume and commented that there could be more focus on positives. The DoCS responded that there were often many compliments received from the public at the site of incidents or in stations but that these were not necessarily always fed through formal channels though this was being encouraged.

County Councillor U Arif asked about the method of capturing compliments. The DoCS responded that the area admin teams should be capturing these centrally and they could come via phone, letter or email.  The Assistant Chief Fire Officer (ACFO) added that there was a satisfaction survey that the service ask users of the Service to complete, though this was a slightly different process. 

County Councillor P Buckley enquired whether there was a follow up done with LFRS event organisers to capture any feedback in terms of compliments. The ACFO responded that the Service would not normally pursue the capture of compliments on these occasions.

County Councillor J Ash commented that she felt that the public had an expectation that LFRS would operate to high standards as a norm and were therefore less likely to issue compliments.

County Councillor J Ash moved the report; this was seconded by County Councillor P Buckley,and all members voted in favour.

Resolved: - That the Committee

·         Noted the compliments and complaints activity for 2025-26.

·         Endorsed the revised complaint handling arrangements to align with the Ombudsman Complaint Handling Code.

·         Supported the introduction of enhanced governance and reporting arrangements.

·         Noted a further annual report including performance against the new Code and identified service improvements will be provided at the end of 2026-27.