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.
Decision type: Key
Reason Key: Affects 2 or more wards;
Decision status: Recommendations Approved
Wards affected: (All Wards);
Notice of proposed decision first published: 06/05/2025
Decision due: 10 Jun 2025 by Cabinet
Lead member: Portfolio Holder - Transport and Housing
Lead director: Service Director - Homes & Neighbourhoods
Department: Transport & Housing
Contact: Erran Taylor Email - erran.taylor@kirklees.gov.uk.
Members/Officers Involved: Erran Taylor- Head of Housing Governance and Improvement, Emma Teal - Customer Experience Service Manager