Decision details

The purpose of this report is to provide a copy of the Council’s annual complaints performance and service improvement report and proposed governing body’s response to that report.

This report also outlines some of the key changes required to member scrutiny of complaints following two new Complaint Handling Codes from both the Local Government and Social Care Ombudsman and the Housing Ombudsman taking effect.

On 13 June 2024, Cllr Jeremy Heron, the Portfolio Holder for Finance and Corporate and Cllr Steve Davies, the Portfolio Holder for Housing and Homelessness made the following decision:

That the Portfolio Holders for Finance and Corporate and Housing and Homelessness, in their capacity as Members Responsible for Complaints (‘MRCs’) and acting on behalf of the Cabinet:

•Approve the Council’s annual complaints performance and service improvement report for 2023/2024 as contained at Appendix 1.

•Approve the response to the annual complaints performance and service improvement report for 2023/2024 as contained in Appendix 2 as the formal response from the Council’s “governing body” as required by the relevant Code.

Any member of the Council, who is not a Portfolio Holder, who considers that this decision should be reviewed should give notice using the call-in facility at the top of this page on the Council’s intranet / extranet site. Alternatively, notice can be given to the Monitoring Officer (Tanya Coulter) (in writing or by e-mail) to be received ON OR BY 5.15 pm on 20 June 2024.

Details of the document the Portfolio Holder considered are attached below.

See Report.

See Report.