Issue - meetings

To receive the Annual Complaints Performance and Service Improvement report for 2024/25.

Contact: Erran Taylor, Housing Services

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.

(Under the provision of Council Procedure Rule 36(1), Cabinet received a representation from Councillor Scott).

Cabinet received a report which set out the mandatory Annual Complaints Performance and Service Improvement Report for 2024/2025, including the Council’s self assessment set against the Housing Ombudsman Complaint Handling Code for approval prior to submission to the Housing Ombudsman at the end of June 2025. The report provided (i) a review of achieving compliance with the Complaint Handling Code (ii) complaint volumes and performance data (iii) themes and reasons for complaints and escalations (iv) learning from the Housing Ombudsman findings and (v) next steps, along with the measures that have been taken to improve.

Cabinet were also asked to approve the updated Complaints Handling Policy and Redress Policy.

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.