Purpose

To consider the report of the Cabinet Member
for Finances and Resources reporting the Local Government and
Social Care Ombudsman / Housing Ombudsman annual letters for the
compliant year 2023/24 and update on key learning arising from the
Council internal complaints policies.

Decision

(i) 
To consider the complaints outcomes for 2023/24 and to instruct
officers to consider these findings when reviewing service delivery
and improvement plans for 2024 onwards.
(ii) 
To re-confirm Housing Services as the service area designated under
the complaints policy for which stage 2 complaints are considered
by the Council’s independent complaints team within Enabling
Services and offered additional advice, training and assistance for
the period 2024-26 in order to assist the service area on its
improvement journey.