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Local Government: Compensation

Volume 502: debated on Wednesday 16 December 2009

To ask the Secretary of State for Communities and Local Government what requirements there are on local authorities to have a policy on redress and compensation for failure of their services. (307076)

Local authorities are expected to have an effective complaints system that achieves redress for citizens if things go wrong. An independent review into redress for local authority services, which reported in June 2009, identified that clearly setting out what will happen if things go wrong alongside service standards was one of the areas that makes the biggest difference to the customer experience. The evidence considered by the review team showed that the key factor for people in feeling that their concern had been adequately dealt with was not receiving compensation, but having their problem effectively resolved.

A copy of the review is available on the Communities and Local Government website at