Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

North Norfolk District Council

Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    50% of complaints we investigated were upheld.

    This compares to an average of 59% in similar authorities.

    2 upheld decisions

    Adjusted for North Norfolk District Council's population, this is
    1.9 upheld decisions per 100,000 residents

    The average for authorities of this type is
    1.4 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 4 detailed investigations for the period between 1 April 2022 to 31 March 2023

  • Compliance with Ombudsman recommendations

    100% of cases we were satisfied the Council had successfully implemented our recommendations.

    This compares to an average of 100% in similar authorities.

    Statistics are based on a total of 2 compliance outcomes for the period between 1 April 2022 to 31 March 2023

  • Satisfactory remedies provided by the Council

    In 0% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 15% in similar authorities.

    0 satisfactory remedy decisions

    Statistics are based on a total of 2 detailed investigations for the period between 1 April 2022 to 31 March 2023

    View all satisfactory remedy decisions

Annual letters

We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.

View annual letters

Public reports ?Find out more about public reports

In the last nine years, the Ombudsman has published the following public interest reports against North Norfolk District Council

No public reports published

Service improvements ?Find out more about service improvements

Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.

Case reference: 22 015 516

Category: Environment and regulation

Sub Category: Other

  • Review its antisocial behaviour response and update its policy accordingly. This should include how it will review its own ASB powers to respond to reports of ASB in the context of the Community Safety Partnership.
  • Deliver training to the relevant officers on the Council’s duties under the Equality Act 2010 especially with regard to its anticipatory duty to make reasonable adjustments, not to discriminate and the Public Sector Equality Duty.
  • Remind staff how to handle complaints in accordance with the complaints policy to take account of the faults identified. This should include that service requests and formal complaints be properly identified and the Council is clear with complainants about this.
  • Share this decision statement with relevant staff.

Case reference: 21 016 308

Category: Other Categories

Sub Category: Leisure and culture

  • The Council has agreed to review how it ensures complaints that are submitted with FOI requests are considered and responded to under the complaint’s procedure.


Service improvements agreed by North Norfolk District Council

View all

Last updated: 4 April 2015

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