Purpose

Update members on performance of our Complaints Service 25/26 against the Housing Ombudsman Code and to adopt the SHDC Housing Comments, Compliments and Complaints Policy.

Decision

That Cabinet:

·         Adopts the Housing Comments, Compliments and Complaints Policy (Appendix 1).

·         Delegates minor operational and legislative amendments to the Housing Comments, Compliments and Complaints Policy to the Service Director for Housing in consultation with the Portfolio Holder for Strategic and Operational Housing.

·         Notes and endorses the Complaints Performance and Improvements planned reflected in the Housing Annual Complaints Performance and Service Improvement Report for 2025/26 at Appendix 4 and note the Annual Housing Ombudsman Self-Assessment form at Appendix 5.

·         Agree the draft governing body response on slide 4 Appendix 4

Reasons for the decision

To ensure the Housing Landlord Services are compliant with the Housing Ombudsman Code and the Regulator of Social Housing requirements.

Alternative options considered

Do Nothing - not produce an Annual Complaints and Service Improvement Report or review our policy – this option is not recommended as it would leave the organisation with a policy that does not recognise the tenant’s voice and a service that is not learning from internal assessments. The Regulator of Social Housing expects all social landlords to be accountable to tenants, addressing complaints fairly, effectively and promptly to build trust with tenants and put tenants’ views at the heart of decision-making about the delivery of landlord services. If this option is chosen, the Council would not implement the changes suggested by the Housing Ombudsman after their 2026 policy review and it would also leave us non-compliant with the Housing Ombudsman Code.