Purpose

To seek Cabinet approval of an
updated Complaints Handling Policy and Redress Policy.
 
The report also provides
Cabinet with a copy of the mandatory ‘Annual Complaints
Performance and Service Improvement report for 2024/25’,
including the Council’s self-assessment against the Housing
Ombudsman Complaint Handling Code for comment and approval prior to
submission to the Housing Ombudsman by 30th June 2025.
 
Engagement process
 
The Complaints Handling Policy
has been updated to improve accessibility for residents and in
addition minor process changes have been made to reflect the level
of investigating manager responding to complaints at each
stage.  The updated policy strengthens
the Council’s compliance with Housing Ombudsman Complaint
Handling Code.
 
The Redress Policy has also
been updated and includes improvements to accessibility and aligns
with the new Housing Ombudsman Service Remedies and Insurance
Guidance e.g. the policy now aligns with levels of redress
recommended by the Housing Ombudsman Service.
 

Content

RESOLVED –
 
1) That the
Annual Complaints Performance and Service Improvement Report
2024/2025, which includes the self assessment against the Code
(Appendices 1 and 2 refer) be approved.
2) It be noted
that the Cabinet shall provide its response to the Annual
Complaints Performance and Service Improvement Report 2024/2025 and
Annual Self-Assessment, along with any changes to either document,
which will then be submitted to the Ombudsman.
3) That
authority be delegated to the Service Director (Homes and
Neighbourhoods) to publish the final report, to include the
Cabinet’s response and the self-assessment, on the
Council’s website, post submission.
4) That approval
be given to the updated Complaints Handling Policy and Redress
Policy.