Decision details

ANNUAL SUBMISSION ON COMPLAINTS TO THE HOUSING OMBUDSMAN 2024

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No

Purpose:

This report sets out the Council’s annual submission which demonstrates that its complaint handling service complies with the provisions of the Complaint Handling Code (Code) produced by the Housing Ombudsman (HO). It outlines how the Council complies with the nine sections of this Code as a Council and its role as a landlord.

The Council must provide evidence of their compliance with the provisions of the Code within the submission. By setting out clearly how it complies with each provision, the Council can demonstrate that they are being open and accountable to residents.

Self-assessments must be completed annually against the Code and this forms part of the annual submission that needs to be submitted to the HO.

Once noted by Members, this annual submission will be published on the Council’s website by the end of June 2024.

Decision:

Cabinet

 

(1)  APROVED the Council’s complaints annual submission which is made up of a complaints handling self-assessment (Appendix 1) and an annual complaints performance and service improvement report (Appendix 2) as required as part of the Housing Ombudsman Complaints Handling Code.

 

(2)  NOTED that the Portfolio Holder for Governance, Environment and Regulatory Services in her capacity as Member Responsible for Complaints will provide a narrative summary as part of the annual submission.

 

(3)  NOTED that the annual complaints submission will be submitted to the Housing Ombudsman by 30th June 2024.

Report author: Martin Guest

Publication date: 13/06/2024

Date of decision: 12/06/2024

Decided at meeting: 12/06/2024 - Cabinet

Accompanying Documents: