Purpose

1.   
This report provides a summary of service complaints
which were closed in 2024/25, the Council’s performance in
responding to those complaints and, where applicable lessons
learned provided Waverley Borough Council,
 
2.   
The report also provides information about the
Council’s updated complaints handling policy and procedure,
which is now compliant with the Housing Ombudsman’s Complaint
Handling Code.
 

Content

RESOLVED
that:
 
The updated complaints handling
policy and procedure to meet the requirements of the Housing
Ombudsman Service’s complaint handling code be
ADOPTED.
 

Reasons for the decision

To allow the
Committee to consider complaints closed in 2024/25 and to draw
attention to issues that require further action.  Also to allow the Committee to note the changes
made to the complaints handling policy and procedure to ensure
compliance with the Housing Ombudsman’s complaint handling
code

Alternative options considered

As set out in section 11 of the report.