Decision

DECLARATIONS OF INTEREST MADE FOR THIS ITEM:

None

RESOLVED:

That Cabinet:

1. Delegated authority to the Member Responsible for Complaints (MRC) to finalise a Governing Body Statement for submission to the Housing Ombudsman Service, reflecting and taking account of Cabinet’s consideration and discussion of the report and its appendices.
2. Noted the 2025/26 Annual Feedback and Resolutions Report.
   
   
3. Noted the Housing Ombudsman Service Annual Self-Assessment at Appendix F and the Local Government and Social Care Ombudsman Self-Assessment.
   
   
4. Noted the Complaints Improvement Plan at Appendix D and the Housing Service Sub-Improvement Plan, which set out the Council’s approach to addressing the issues identified in the Annual Report and the self-assessments.
   
   

Reasons for the Decision

In line with the statutory requirements set out in the Housing Ombudsman’s Complaint Handling Code, it was essential that the governing body maintained oversight of complaint performance. Presenting the report to Cabinet ensured transparency, accountability and strategic governance in relation to complaint handling processes. It enabled Cabinet to assess organisational responsiveness, identify areas for improvement, and ensure that service delivery remained resident-focused and compliant with regulatory expectations.

In addition, the Council was required to submit annual self-assessments to the Local Government and Social Care Ombudsman and the Housing Ombudsman Service, demonstrating how these had been reviewed and how the identified risks and issues would be addressed.

Alternative Options Considered

Publishing an Annual Feedback and Resolutions Review was a requirement. As a result, no alternative options were considered.