Decision Maker: Environment and Place Overview and Scrutiny Committee, Cabinet

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: October 29, 2025

Purpose: To provide an overview of complaint handling performance, lessons learned and compliance against the Housing Ombudsman Complaint Handling Code.

Content: RESOLVED that: - (a)           the content of the Annual Complaints Performance and Service Improvement Report be noted and that a response be provided for publication on the Council’s website; and (b)           The self-assessment against the Complaint Handling Code at Appendix 1 be approved for submission to the Housing Ombudsman and for publication on the Council’s website. Voting: Unanimous Portfolio Holder: Housing and Regulatory Services Reason To ensure compliance with the Housing Ombudsman’s Complaint Handling Code.