Decision

1. that the Housing Complaints Policy as set out at Appendix 1 to the submitted report be approved; and
2. that the Self-Assessment Report 2026 as set out at Appendix 2 to the submitted report be noted.

Reasons for the decision

From 1 April 2024, the Housing Ombudsman Complaint Handling Code became statutory and social landlords were required by law to comply with its requirements. Approval of the Housing Complaints Policy would ensure that Torbay Council achieved best practice in complaint handling, provided a better service to tenants and demonstrated to the Housing Ombudsman that complaint handling arrangements were operating in accordance with the Code.

Alternative options considered

No alternative options were identified, as compliance with the Housing Ombudsman Complaint Handling Code was a statutory requirement and the approval of an appropriate complaints policy supported the Council in meeting its legal obligations and providing an effective service to tenants.