Purpose

The Complaints Compensation Policy has been developed to provide a framework for senior managers at the Council to follow when investigating and responding to Corporate Complaints.

The Complaints Compensation Policy supports the consistent and fair handling of complaints across the Council.

An agreed action included in the Annual Complaints Performance and Service Improvement Report 2025/26 was to ‘develop a Complaints Compensation Policy to further support those dealing with complaints to provide appropriate and consistent financial redress, where this is appropriate’.

The Housing Ombudsman recommends that landlords have an internal compensation policy.

Decision

On 29 July 2026, Cllr Jeremy Heron, the Portfolio Holder for Finance and Corporate and Cllr Steve Davies, the Portfolio Holder for Housing and Homelessness made the following decision:

The Complaints Compensation Policy is approved.

Any member of the Council, who is not a Portfolio Holder, who considers that this decision should be reviewed should give notice using the call-in facility at the top of this page on the Council’s intranet / extranet site. Alternatively, notice can be given to the Monitoring Officer (Matt Wisdom) (in writing or by e-mail) to be received ON OR BY 5.15 pm on 5 August 2026.

Details of the document the Portfolio Holder considered are attached below.

Reasons for the decision

See report.

Alternative options considered

See report.