Purpose

To seek approval of the Draft Compliments,
Comments and Complaints Policy for the Council

Content

RESOLVED
 
KEY DECISION
 

That the Executive approved the Comments,
Compliments and Complaints  Policy.

Reason for Recommendations –
 

·                              
The current policy confirming how the Council will
manage feedback was drafted under the Future Northants programme
board and adopted by the Shadow Executive. It is recommended that policies
are reviewed regularly to reflect the environment the authority
operates in and where statutorily required to do so, by the HOS and
LGSCO complaint handling codes. This is an aligned code, which
means as a landlord, we can provide a coordinated complaint
handling code and response to feedback.
 

·                              
The Council embraces all feedback and aspires to
learn and shape service provisions off the back of it. A robust
policy will provide clarity on the themes of feedback and how they
will be recorded and/or acted on, aiding development of a positive
complaint and learning culture. This policy also links in with new
Remedy Policy and updated Unacceptable Customer Behaviour policy,
ensuring the Council has a consistent approach when handling
feedback and managing different types of interactions, as well as
equipping officers with consistent and reliable
guidance.

Alternative Options Considered: Option to not revise and
continue to operate under the policy drafted by Future Northants
and signed off and adopted by the Shadow Executive when the new unitary Council was
created, therefore delaying the Council’s adoption of new
statutory practice as set out by the HOS and guidance from the
LGSCO. This approach isn't recommended as we would be in breach of
the HOS Complaint Code and be non-compliant with our statutory
duties as a landlord.