Decision details

Follow a review against the new Complaints Handling Code by the Housing Ombudsman and Local Government and Social Care Ombudsman, minor changes have been made to the Council's Customer Feedback and Complaints Policy. These changes are outlined within the Decision Notice.

1. To update the Council’s Customer Feedback and Complaints Policy following a review against the updated Complaints Handling Code (2024) by the Housing Ombudsman and guidance from the Local Government and Social Care Ombudsman. Minor changes have been made to the Council's Policy. These changes are as set out in the amended sections outlined below:

4.1 We should receive your complaint as soon as possible but not more than 12 months from the incident which has led to your complaint. A complaint that is submitted via a third party or representative on your behalf will be investigated in line with this complaints policy with your consent.

6.5 All relevant employees or third parties that are involved in complaint handling will:
a. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments.
b. take collective responsibility for any shortfalls identified through complaints, rather than blaming others and;
c. act within the professional standards for engaging with complaints as set by any relevant professional body’.

2. To update the Council’s Customer Feedback and Complaints Policy to add a new section on reporting and oversight (section 20, following a recommendation from the Council’s Monitoring Officer:

20.1 We maintain transparency and oversight of complaints through our governance and reporting arrangements. To ensure strategic oversight by Cabinet, complaints statistics are reported quarterly to Cabinet as part of the Council’s standard performance reporting arrangements. 

20.2 To ensure good governance, these are compared with performance data so that the organisation can analyse performance in services and identify any trends or areas where improvement is required and learning at the earliest opportunity. 

20.3 In addition to this an annual ombudsman report is taken to Cabinet which details an overview of cases in that year. Where there has been a finding of maladministration (usually by way of a formal Report) these will be reported to Cabinet or Council as appropriate by the Monitoring Officer on an as required and timely basis 

20.4 In addition, Scrutiny Committee receive Cabinet’s performance reports for noting as part of their role to hold the Cabinet to account and regulatory committees will also receive reports regarding complaints relating to their functions. 

20.5 The portfolio holder for Governance, Environment & Regulatory Services has within their portfolio, oversight of complaints on behalf of the Cabinet.