Decision details

RESOLVED:

That the half yearly update be noted.

KEY DECISION:

No

PORTFOLIO:

Finance and Corporate / Housing and Homelessness

ALTERNATIVE OPTIONS CONSIDERED/REJECTED:

As set out in the report.

DECLARATIONS OF INTEREST:

None

DISCUSSION:

The Portfolio Holder for Housing and Homelessness reported that the Resources and Transformation Overview and Scrutiny Panel had considered the report for housing complaints handling in the first half of the year.  He felt it was important to recognise that the report was open and honest, covering all aspects of housing complaints, providing an opportunity to learn from them. 

The Portfolio Holder for Finance and Corporate highlighted that the report was before Cabinet due to the changes to the complaints process which came into force on 1 April 2024.

The Information Governance and Complaints Manager, reported as two Portfolio Holders had set out, that the report covers the changes implemented to the Council’s complaint handling process as a result of the two new Complaint Handling Codes updates from the Local Government and Social Care Ombudsman and the Housing Ombudsman.  The report detailed changes to members scrutiny of complaints and the new involvement of Cabinet in relation the process.

The report detailed the half yearly update on complaints.  Key aspects included the Council’s complaint handling across all services and complaints from tenants, under the jurisdiction of the Housing Ombudsman.  125 Corporate complaints had been received in the half yearly period, an increase on previous years.  There had also been an increase in the number of tenant complaints received.  It was recognised that learning from complaints was important in order to improve service delivery.

Finally, the report also included compliments received from the public to officers to show positive feedback.

The Leader expressed her thanks for the detailed report and the inclusion of compliments received.

A question was asked from a non-Cabinet member regarding complaints received which might relate to other authorities, such as the County Council or Towns / Parishes.  The Information Governance and Complaints Manager clarified that all complaints were reviewed at the point they were received, and should the District Council not be responsible for the matter identified in the complaint, the complainant would be redirected to the appropriate authority for resolution.

One other non-Cabinet Member expressed the view that overall the number of complaints received was low and that there was a good level of satisfaction with the delivery of Council services.   The opportunity to learn and improve the performance of services was also welcomed.