Decision

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

i) 
Note the Council’s performance in complaints handling during
the fiscal year 2023-24, and the improvement actions that will be
taken in 2024-25 to deliver the previously agreed new case
management system to further improve performance.

ii) 
Approve the complaints policies in Appendix D subject to the phased
implementation timetable of the new case management system set out
in paragraph 4.7; and as now required by the Housing Ombudsman
Service, approve the self-assessment and action plan documents
contained within Appendix D & E.

 
Alternatives
Considered
 
a) 
None. It is considered good practice to report on the
organisation’s performance and the Ombudsman’s letters
to the Authority and the Council is committed to openness and
transparency.