Decision Maker: Council, Executive

Outcome: Recommendations approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: November 13, 2025

Purpose: To consider an updated Complaints Policy, which meets the requirements of the relevant Ombudsman and brings corporate and housing complaints together under one policy.

Content: The Executive Resolved That (i)   the tone of the policy is reviewed;         (ii)  the section of the report outlining who can make a complaint is amended for clarity; and         (iii)  concerns over the shortening of the timescale are acknowledged and further considered. The Executive Recommended to Council That the draft Woking Borough Council (WBC) Complaints Policy included at Appendix 1 to the report be approved, subject to the amendments agreed by the Executive. Reason:  The new complaints policy will ensure that the Council meets the standards set by the Local Government and Social Care Ombudsman (LGSCO).  The new complaints policy will support the delivery of an effective and streamlined complaints handling service.