Purpose

To consider the Compliments, Complaints & Feedback Policy to cover the Local Government and Housing Ombudsman Codes of Conduct and approve the Housing Landlord Complaints & Service Improvement Report

Decision

RESOLVED that:

1. the Amendments to the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) be approved as attached at Appendix A of the report
2. delegation be given to the Legal Services Manager in consultation with the Deputy Leader and Executive Member for Housing and Executive Member for Property, Projects and Procurement to amend and update the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) in line with any updates or recommendations of the Local Government and the Housing Ombudsman.
3. the Housing Landlord Complaints and Service Improvement Report be approved as attached at Appendix B of the report.

Reasons for the decision

1.    The policy is required to comply with both the LGSCO and HOS’s Code of Conduct and the amendments are to ensure compliance with those.

2.    This will ensure transparency and give assurance to residents that we have a robust complaints handing process.

Alternative options considered

a.   (Recommended) That the Amendments to the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) be approved, as attached at Appendix A of the report.

b. That delegation be given to the Legal Services Manager in consultation with

the Deputy Leader and Executive Member for Housing and Executive Member for Property, Projects and Procurement to amend and update the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) in line with any updates or recommendations of the Local Government and the Housing Ombudsman.

c. That the Housing Landlord Complaints and Service Improvement Report be

approved, as attached at Appendix B of the report.