The Ethical Governance and Personnel Committee of Hinckley and Bosworth Council met on Tuesday 8 September 2026 to discuss the council's complaints performance and policies. The committee reviewed the annual complaints report, updated the complaints policy and the policy on managing unreasonable actions by customers, and considered a decision from the Housing Ombudsman.

Complaints Annual Report 2025/26

The committee received the annual complaints report for 2025/26. Becky, the Complaints Manager, presented the report, noting an increase in the number of complaints compared to previous years. This rise was attributed to the council's efforts to embed a culture of welcoming complaints for learning purposes, the increasing complexity of residents' needs, and national trends, including the use of Artificial Intelligence (AI) in complaint submissions. The report highlighted that while the majority of responses met the timescales outlined in the complaints policy, efforts were ongoing to improve response times. A significant focus was placed on service improvements resulting from complaints, detailed in section 4 of the report. The committee was informed that out of 14 complaints received by the Local Government and Social Care Ombudsman, none were investigated. The Housing Ombudsman had contacted the council about three complaints, with one resulting in a finding of maladministration. A new complaints management system is being implemented to improve efficiency and user experience.

Councillor MB Cartwright welcomed the increase in complaints, viewing it as an indicator of residents feeling confident enough to voice their concerns, which provides valuable learning opportunities. He also praised the effectiveness of the council's first point of contact at the contact centre. Councillor MJ Crooks supported this sentiment, noting that the number of complaints was small in comparison to the vast amount of work undertaken by the council. He did, however, express difficulty in interpreting a pie chart in the report due to its presentation in black and white. The committee considered the report and a proposed response to the Housing Ombudsman's requirements.

Complaints Policy and Unreasonable Actions Policy

The committee considered an updated complaints policy and a revised policy on managing unreasonable actions by customers, which replaces the previous persistent and unreasonable complainant behaviour policy. Becky explained that the updated complaints policy incorporated three changes requested by the Housing Ombudsman, which were already in practice but not formally documented. Other amendments included references to data protection legislation, changes to the exclusion of corporate complaints, and a new section on the use of AI in making complaints. The policy on managing unreasonable actions by customers has been refreshed to reflect that while a person's actions may be persistent or unreasonable, they are not necessarily unreasonable themselves. This policy now applies to all customer contact, not just formal complaints.

Councillor MB Cartwright endorsed the updated policies, hoping they would lead to a reduction in repetitive complaints and a clearer understanding for those making complaints. Councillor A Pendlebury sought clarification on whether the new policy would allow officers to dedicate more time to other complaints and customers, which was confirmed. She also enquired if the policy aimed to dissuade people from complaining about genuine issues, and was assured that it was not, but rather to address unreasonable actions while acknowledging that a complaint might still be valid. The committee considered both policies and a request for delegated authority to make further amendments as needed.

Housing Ombudsman Decision

The committee was informed of a decision by the Housing Ombudsman concerning a complaint from a tenant who had been moved due to a regeneration project. The complaint related to communication about the move, the condition of the new property, and the handling of the complaint itself. The council had challenged the Ombudsman's findings, arguing that the full extent of support provided had not been acknowledged and that the property condition issues should have been classified as service failure rather than maladministration. Despite the council's challenge, the Ombudsman upheld their decision. The council complied with the Ombudsman's orders, which included a written apology and compensation of £620. The learning from this case has been used to improve future project delivery and complaint handling guidance.

Councillor A Pendlebury enquired if the resident had been checked on since the decision, and Madeline Shellard confirmed that the council was in constant dialogue with the tenant. Councillor MA Cook accepted the Ombudsman's findings and was pleased to hear the resident was now satisfied. Councillor Pendlebury also asked about the frequency of such Ombudsman complaints, and it was noted that this was the first such finding in two years and only the third ever, which was considered good performance compared to other councils. The committee considered the report and the council's challenge to the Ombudsman's findings.

The meeting concluded with a move into private session to discuss matters from which the public would be excluded.