Purpose

This report will ask Cabinet to review and approve the 2026 self-assessment of compliance with the Housing Ombudsman’s Complaints Handling Code and the actions for improvement that the Council has identified.

Decision

Summary

Consideration was given to a report which provided annual housing complaints performance.

Decision

That Cabinet agreed to:

-  Review and approved the Annual Housing Complaints performance and service improvement report and annual self-assessment of compliance with the Housing Ombudsman’s Complaints Handling Code and the actions for improvement that the Council has identified.

-  Approve the response from Cabinet and agree to it being published on the website alongside the Self-Assessment and Annual report.

-  Approve the new Complaints and Compliments Policy.

Reasons for the Decision

Resident feedback, particularly through complaints, is core to how the Council learns and improves. Cabinet previously agreed to a series of commitments to residents which included listening to residents and learning from mistakes and complaints.

Alternative Options Considered and Rejected

None.

Declared (Cabinet Member) Conflicts of Interest

None.

Details of any Dispensations

None.