2024/25 Complaints Performance Overview
September 11, 2025 Cabinet (Cabinet collective) Approved View on council websiteThis summary is generated by AI from the council’s published record and supporting documents. Check the full council record and source link before relying on it.
Summary
...to improve complaint handling, the Cabinet approved changes to the council's Complaints Policy to align with the Housing Ombudsman's Complaint Handling Code, noted the 2024-25 complaints performance, acknowledged progress on lessons learned from 2023-24, and approved service delivery changes to address maladministration findings by the Housing Ombudsman.
Full council record
Decision
RESOLVED
that Cabinet:
A
Approved the changes to the council's Complaints
Policy to bring it in line with the Housing Ombudsman's Complaint
Handling Code.
B
Noted the performance of complaints handling for the
period 2024-25.
C
Noted progress against lessons learnt from 2023/24
on the performance of complaint handling during 2024/25.
D
Approved the changes to service delivery to address
maladministration findings by the Housing Ombudsman.
Related Meeting
CabinetThursday, 11th September, 2025 7.00 pm on September 11, 2025
Supporting Documents
Details
| Outcome | Recommendations Approved |
| Decision date | 11 Sep 2025 |
| Subject to call-in | Yes |