Decision Maker: Cabinet

Outcome: Decision approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: October 1, 2024

Purpose:

Content: Decision   For the reasons set out in the report and its appendices Cabinet RESOLVED to Agree:   i)  Note the Council’s performance in complaints handling during the fiscal year 2023-24, and the improvement actions that will be taken in 2024-25 to deliver the previously agreed new case management system to further improve performance. ii)  Approve the complaints policies in Appendix D subject to the phased implementation timetable of the new case management system set out in paragraph 4.7; and as now required by the Housing Ombudsman Service, approve the self-assessment and action plan documents contained within Appendix D & E.   Alternatives Considered   a)  None. It is considered good practice to report on the organisation’s performance and the Ombudsman’s letters to the Authority and the Council is committed to openness and transparency.