Content

11.1

The
Complaint Handling Code was introduced in July 2020 by the Housing
Ombudsman and updated further in April 2022. It sets out how the
Housing Ombudsman expects social landlords to manage customer
complaints, describes best practice and supports landlords in
responding to complaints effectively and fairly.
 
A
requirement of the Code is that social landlords assess their
complaints handling against the Code annually, using a standard
template provided by the Housing Ombudsman. Also, that social
landlords report the outcomes of the assessment to Elected Members
and publish the assessment on their website and in their annual
report.
 
An
assessment against the code was undertaken in July 2023. The Senior
Voids Consultant introduced and outlined the purpose of the report
which was to:
 

·      
Inform Housing Policy Committee of the outcomes of
the assessment, and of the actions agreed to address any areas of
non-compliance.

·       
Seek the Housing Policy Committee’s approval
to publish the outcomes of the assessment.

11.2

RESOLVED
UNANIMOUSLY: That
the Housing Policy Committee:-
 

1.    
Note the outcomes of the self-assessment against the
Code.

2.    
Approve the publication of the outcomes of the
assessment.

3.    
Request an update in 6 months’ time on
complaints-handling performance, to support compliance with the
Code.

11.3

Reasons for
Decision

11.3.1

Housing
Policy Committee is being asked to note the self-assessment and to
give its approval for publication of the assessment on the Council
website because this will help us achieve transparency and
accountability in how we manage with housing-related complaints. It
is also a requirement of the Housing Ombudsman for all social
landlords that we do so.

11.3.2

It is
also being asked to request an update report on complaints handling
in 6 months’ time (March 2024) as this will support our
compliance with the Complaints Handling Code. The Code (section
7.4) requires that landlords provide the ‘governing
body’ with regular complaints reports. A 6-monthly update
will supplement the bi-monthly performance updates which Committee
receive which include summary complaints performance
data.
 

11.4

Alternatives Considered and
Rejected

11.4.1

Self-assessment against the Housing Ombudsman’s Code and
publication of the outcomes, are a requirement of all social
landlords. Therefore, in this respect there were no other
alternatives considered.