PH-032-25-Adoption of the updated Complaints Policy
November 12, 2025 Portfolio Holder for People & Transformation (Cabinet member) Key decision Approved View on council websiteThis summary is generated by AI from the council’s published record and supporting documents. Check the full council record and source link before relying on it.
Summary
...to ensure compliance with the Housing Ombudsman Code, she approved the adoption of the updated Corporate Complaints Policy, which clarifies how complaints are handled for both staff and customers.
Full council record
Purpose
The Corporate Complaints Policy exists to
clarify how complaints are handled for both staff and customers.
Since 1 April 2024, the Housing Ombudsman Code has become law,
requiring every member of the Housing Ombudsman Scheme to comply
with its standards. In June 2025, the Housing Ombudsman reviewed
Dacorum Borough Council’s (DBC) Complaint Policy to verify
its consistency with the Code and suggested some changes for better
alignment. DBC officers have since updated their complaints policy
based on these recommendations.
Decision
The Corporate Complaints Policy exists to
clarify how complaints are handled for both staff and customers.
Since 1 April 2024, the Housing Ombudsman Code has become law,
requiring every member of the Housing Ombudsman Scheme to comply
with its standards. In June 2025, the Housing Ombudsman reviewed
Dacorum Borough Council’s (DBC) Complaint Policy to verify
its consistency with the Code and suggested some changes for better
alignment. DBC officers have since updated their complaints policy
based on these recommendations.
Supporting Documents
Details
| Outcome | Recommendations Approved |
| Decision date | 12 Nov 2025 |
| Subject to call-in | Yes |