Purpose

The Council is required to maintain clear,
accessible, and compliant policies for handling complaints in line
with statutory frameworks.

Approving the refreshed Complaints Policy, Unreasonable Behaviour
Policy, Housing Complaints Policy, and Children’s Residential
Homes Complaints Policy will ensure:
• Consistency with current legislation, Ombudsman Codes, and
Council governance standards.
• Clear guidance for residents, staff, and elected members on
how complaints are managed across all directorates.
• Strengthened transparency, accountability, and learning from
feedback in line with the Council’s resident focus
priority.
• A single, up-to-date policy suite published to meet
statutory and regulatory expectations.

Without this approval, there is a risk that existing policies may
fall out of alignment with statutory guidance and best practice,
potentially impacting compliance, resident confidence, and audit
assurance.

Content

RESOLVED - That:
To approve the refreshed policies, ensuring alignment with
statutory requirements, Ombudsman
Codes, and the Council’s resident focus priority.

Reasons for the decision

Option 1: Agree the updated policies
(preferred).

Option 2: Do nothing and continue with the previous
policies.

Alternative options considered

Option 2: Do nothing and continue with the previous
policies.