Purpose

This report provides information on the council’s handling of complaints related to the provision of landlord services to council tenants and leaseholders.

The report complies with the requirements within the Housing
Ombudsman’s Complaint Handling Code that landlords must
produce an Annual Complaints Performance and Service
Improvement report for scrutiny and challenge.

It must be published on the section of the council’s webpages relating to complaints. Cabinets response to the report must be published alongside this.

Decision

RESOLVED that

a) Cabinet notes the content of the Annual Complaints Performance and Service Improvement Report and provides a response for publication on the council’s website.

b) Cabinet approves the self-assessment against the Complaint Handling Code at appendix 1 for publication on the council’s website.

Voting: Unanimous

Portfolio Holder: Housing and Regulatory Services

Reasons

To ensure compliance with the Housing Ombudsman’s Complaint Handling Code and provide Cabinet with assurance, challenge and oversight of complaint handling performance, resident experience and service improvement activity