Purpose

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.

Decision

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.

Reasons for the decision

See Report.

Alternative options considered

See Report.