Decision

1.        
that as the Governing Body, the Cabinet approve the Housing
Complaints Policy as set out at Appendix 2 to the submitted report;
and

 

2.        
that Cabinet note the Self-Assessment Report 2025 as set out at
Appendix 1 to the submitted report.

Reasons for the decision

To ensure that Torbay
Council achieves best practice in complaint handling and providing
a better service to tenants, through the approval of the Housing
Complaints Policy.  This enables Torbay
Council to demonstrate to the Housing Ombudsman that the handling
of complaints is in line with the relevant code.

Alternative options considered

The alternative option
would be to not submit an annual Self-Assessment, this option was discounted. Landlords
that fail to provide the submission or resubmission by the relevant
date may be issued a Complaint Handling Failure Notice. All notices
would be shared with the Regulator of Social Housing. The Housing
Ombudsman may also refer notices not resolved through action to the
governing body.