Purpose

This report sets out the Council’s annual submission which demonstrates that its complaint handling service complies with the provisions of the Complaint Handling Code (Code) produced by the Housing Ombudsman (HO). It outlines how the Council complies with the nine sections of this Code as a Council and its role as a landlord. The Council must provide evidence of their compliance with the provisions of the Code within the submission. By setting out clearly how it complies with each provision, the Council can demonstrate that they are being open and accountable to residents. Self-assessments must be completed annually against the Code and this forms part of the annual submission that needs to be submitted to the HO.Once noted by Members, this annual submission will be published on the Council’s website by the end of June 2024.

Decision

Cabinet

 

(1)  APROVED
the Council’s complaints annual submission which is made up of a complaints handling self-assessment (Appendix 1) and an
annual complaints performance and service improvement report (Appendix 2) as
required as part of the Housing Ombudsman Complaints Handling Code.

 

(2)  NOTED
that the Portfolio Holder for Governance, Environment and Regulatory Services
in her capacity as Member Responsible for Complaints will provide a narrative
summary as part of the annual submission.

 

(3)  NOTED
that the annual complaints submission will be submitted to the Housing
Ombudsman by 30th June 2024.