Purpose

This paper provides an annual report
summarising the Council’s complaints performance, including
an analysis of the complaints responded to by all Council
Departments for the years 2023/24.

Content

The Committee resolved:
 
a) 
To endorse the new corporate complaints policy from 1 April 2025 to
ensure the council will be fully compliant with the Joint
Complaints Handling Code.
 
b) 
To reflect the reduction in time to complete investigations, this
report is recommending a reduction in the Key Performance Indicator
(KPI) for responding to stage 2 complaints from 80% on time to 70%
on time.
 
c) 
To review and note the report and associated appendices.