An independent report has revealed that not a single complaint against the West Midlands Combined Authority (WMCA) was upheld in 2023. The findings, published by the WMCA's monitoring officer, show that of the 21 complaints received, none were formally upheld, with the majority being resolved informally or not pursued by the complainants.
Complaint Breakdown
According to the report, the WMCA received 21 complaints in 2023, down from 25 in the previous year. Of these, 14 were resolved informally, six were not pursued by the complainant, and one was withdrawn. None of the complaints were referred to the Local Government and Social Care Ombudsman, which would have been necessary if the WMCA had failed to resolve them internally.
The complaints covered a range of issues, including allegations of maladministration, failure to follow procedures, and poor communication. However, the monitoring officer concluded that in all cases, the WMCA had acted appropriately and within its powers.
Response from WMCA
A WMCA spokesperson said: "We are committed to transparency and accountability. The fact that no complaints were upheld demonstrates our dedication to high standards of governance and service delivery. We take all complaints seriously and work to resolve them as quickly and fairly as possible."
The report also highlighted that the WMCA has a robust complaints procedure, which includes an initial informal stage, followed by a formal investigation if necessary. The authority also provides training for staff on handling complaints effectively.
Impact on Public Trust
The findings are likely to boost public confidence in the WMCA, which oversees transport, economic development, and housing across the West Midlands. The authority has faced criticism in the past over issues such as the delayed rollout of the West Midlands Metro extension and the handling of the Commonwealth Games legacy. However, the complaints report suggests that the WMCA is responsive to public concerns and committed to continuous improvement.
Councillor Bob Sleigh, the WMCA's portfolio holder for governance, said: "This report shows that our systems are working. We encourage residents to come forward with any concerns, and we will continue to listen and learn."
Future Improvements
Despite the positive report, the WMCA has identified areas for improvement, including faster response times and clearer communication with complainants. The authority plans to introduce a new online complaints portal later this year, which will allow residents to track the progress of their complaints in real time.
The report will be discussed at the next meeting of the WMCA's Audit and Governance Committee, which is scheduled for March 2024.
