Purpose

To agree updates to the existing Council Complaints Policy in line with recommendations made by the Housing Ombudsman following their recent review of our Complaints Policy.  This update improves this front-facing policy to give greater clarity of our process to customers and how complaints are handled by the Council.

The Council’s Complaint policy was agreed by the Executive in March 2024 enabling its implementation by the Council on 01 April 2024.  The Council’s policy aligns with both Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman Codes of Complaint handling and is our front-facing policy for customers to be informed how they can expect complaints will be handled through our complaints process.

In March 2026 the Housing Ombudsman undertook a review of the Council’s complaints policy and made recommendations for additions to be made to give further clarity to customers, particularly around complaint handling by third-party operators or contractors such as the leisure centres, or contractors undertaking repairs in Council homes.  Those recommendations strengthen our policy, and this report seeks approval for an updated Complaints Policy together with delegated authority to enable minor changes to be made should they be necessary.  References made to ‘landlord’ refer to the Council’s role as a Housing Landlord.

Decision

RESOLVED that the Executive:

(a)  agrees the updated Council’s Complaint Policy as attached at Appendix A to the report; and

(b)  delegates authority to the Director of Housing and Health, following consultation with the Executive Member for Policy and Resources, to make minor additions or amendments to the Policy to reflect guidance or recommendations from the Local Government and Social Care Ombudsman or the Housing Ombudsman.