Decision Maker: Executive

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: December 9, 2025

Purpose: 1.    This report provides a summary of service complaints which were closed in 2024/25, the Council’s performance in responding to those complaints and, where applicable lessons learned provided Waverley Borough Council,   2.    The report also provides information about the Council’s updated complaints handling policy and procedure, which is now compliant with the Housing Ombudsman’s Complaint Handling Code.  

Content: RESOLVED that:   The updated complaints handling policy and procedure to meet the requirements of the Housing Ombudsman Service’s complaint handling code be ADOPTED.  

Reasons for the decision: To allow the Committee to consider complaints closed in 2024/25 and to draw attention to issues that require further action.  Also to allow the Committee to note the changes made to the complaints handling policy and procedure to ensure compliance with the Housing Ombudsman’s complaint handling code

Alternative options considered: As set out in section 11 of the report.