Purpose

Minor changes have been made to the Corporate
Complaints Policy following a review undertaken by the Housing
Ombudsman against the Complaint Handling Code.

The section regarding managing unreasonable complainant behaviour
has also been updated to incorporate good practice guidance set out
by the Local Government & Social Care Ombudsman.

Content

To agree the changes to the Corporate
Complaints Policy which will be published on the council’s
website.

Alternative options considered

Option 1:

Make the minor changes to ensure ongoing compliance with the
Ombudsman’s complaints handling code.

Provide a consistent approach for the council to manage
unreasonable complainant behaviour.

Option 2:

No changes, the current policy remains unchanged.