Decision

For the reasons set out in the report and its appendices, Cabinet RESOLVED to Agree to:

i)  Note the findings of the Annual Complaints Report 2025/26 in Appendix A.

ii)  Note the findings of the Annual Housing Complaints Performance Report 2025/6, the Annual Housing Complaints Self-Assessment 2025/26 and the response from Cabinet in Appendices C, D & E.

iii)  Note the findings of the Adults and Children’s Complaints Report in Appendices F & G.

iv)  Note the key learning identified from complaints, Ombudsman investigations and the actions taken to improve services across all appendices.

v)  Endorse the planned improvement programme for 2026/27 in Section 6 of both Appendix A and C, which focus on improving timeliness, reducing avoidable complaints, strengthening quality assurance, improving Ombudsman compliance and enhancing member experience.

Alternatives Considered

The alternative option would be not to publish and report annually on complaints performance. This option was rejected as annual reporting promotes transparency, accountability, organisational learning and supports the Council's obligations arising from the Best Value Notice and Ombudsman expectations