Decision details

RESOLVED:

That Cabinet:

1. Approved the Annual Complaints Performance and Service Improvement Report 2024/25;

2. Approved the self-assessments against the Complaint Handling Codes; and

3. Approved the governing body’s response to the Annual Complaints Performance and Service Improvement Report 2024/25.

KEY DECISION:

Yes

PORTFOLIO:

Finance and Corporate / Housing and Homelessness

ALTERNATIVE OPTIONS CONSIDERED/REJECTED:

As set out in the report.

DECLARATIONS OF INTEREST:

None

DISCUSSION:

The Portfolio Holders for Finance and Corporate and Housing and Homelessness introduced the item and both spoke to the report.

The Portfolio Holder for Housing and Homelessness explained that the report had been scrutinised by the Housing and Communities Overview and Scrutiny Panel. Part of the report concerned complaints that the Council had received over the past year from tenants to the Council in its capacity as a landlord. The report also included the self-assessment against the Housing Ombudsman’s Complaint Handling Code. The Portfolio Holder stated that it was unfortunate when any tenant felt the need to complain but that it was vitally important that the Council make the complaint process as simple and helpful as possible. A complaint was considered to be an opportunity to improve services and make progress.

The Portfolio Holder for Finance and Corporate highlighted that there had been a service level improvements in the last financial year and that the process was a helpful learning tool. It was recognised that there would always be complaints to learn from and that it was important that residents can make contact with the Council easily and raise issues in a simple format so that they can be resolved.

The Service Manager for Legal and Information Governance provided further points of information on the report and appendices. It was explained that the Council was required to report on the complaints received throughout the year. Both the Resources and Transformation and the Housing and Communities Overview and Scrutiny Panels had provided useful feedback and that their comments would be taken forward by officers. Sections 5, 6, 9 and 10 of the report were highlighted.

Finally, it was heard that the report contained details of where complaints had not been accepted by the Council and where positive feedback had been received across all service areas.