Purpose

Croydon is required to comply
with the Housing Ombudsman’s Statutory Complaint Handling
Code (the Code) and must demonstrate compliance through an annual
submission which includes: a self-assessment against the Code, an
annual complaint performance and service improvement report, the
Council Governing Body’s response to the report and the
complaints policy.  
 
The submission relates to
Croydon’s Housing Directorate landlord services during
2024-25.  
 

Content

For the reasons set out in the
report and its appendices, the Executive Mayor
AGREED: 
 
2.1to agree the
relevant documents appended to this report for
submission: 
 
·        
self-assessment form (appendix A) 
·        
annual complaint performance and service improvement
report (appendix B) 
·        
governing body’s response to the report
(appendix C) 
 
2.2 to note the areas of
non-compliance with the Code and the actions being taken to ensure
compliance.  
 

Reasons for the decision

Landlords are required to
demonstrate compliance with The Housing Ombudsman’s
monitoring of compliance with the Code which includes the landlord
scrutinising and challenging its compliance with the Code through
review of its self-assessment against the Code, its complaints
handling performance and its learning from complaints, with the
outcome published on its website annually. 

Alternative options considered

No alternative options have
been considered as the submission is a statutory
requirement.