Decision details

To seek Cabinet approval of an updated Complaints Handling Policy and Redress Policy.

The report also provides Cabinet with a copy of the mandatory ‘Annual Complaints Performance and Service Improvement report for 2024/25’, including the Council’s self-assessment against the Housing Ombudsman Complaint Handling Code for comment and approval prior to submission to the Housing Ombudsman by 30th June 2025.

Engagement process

The Complaints Handling Policy has been updated to improve accessibility for residents and in addition minor process changes have been made to reflect the level of investigating manager responding to complaints at each stage.  The updated policy strengthens the Council’s compliance with Housing Ombudsman Complaint Handling Code.

The Redress Policy has also been updated and includes improvements to accessibility and aligns with the new Housing Ombudsman Service Remedies and Insurance Guidance e.g. the policy now aligns with levels of redress recommended by the Housing Ombudsman Service.

RESOLVED –

1) That the Annual Complaints Performance and Service Improvement Report 2024/2025, which includes the self assessment against the Code (Appendices 1 and 2 refer) be approved.

2) It be noted that the Cabinet shall provide its response to the Annual Complaints Performance and Service Improvement Report 2024/2025 and Annual Self-Assessment, along with any changes to either document, which will then be submitted to the Ombudsman.

3) That authority be delegated to the Service Director (Homes and Neighbourhoods) to publish the final report, to include the Cabinet’s response and the self-assessment, on the Council’s website, post submission.

4) That approval be given to the updated Complaints Handling Policy and Redress Policy.