Decision

RESOLVED
that Cabinet:
 
A   
Noted the performance of complaints handling for the
period 2023-24.

 
B   
Noted the impact of lessons learnt from 2023/24 on
the performance of complaint handling during Q1 and 2 of
2024/25.

 
C   
Approved the changes to service delivery to bring
complaints handling in line with ombudsman's Complaint Handling
Code.