Content

Decision taken
The Cabinet noted and
approved the Action Plan as set out in Appendix 1 of the report
 
Reason for
decision
This report set out
the Council’s annual complaints performance and service
improvement for 2023-24. It also summarised key lessons learned,
compliance against the Housing Ombudsman Complaint Handling Code
and Action Plan to ensure improvements identified are implemented
to improve complaint handling and to continue to develop a positive
complaints culture across the organisation.
 
Several improvements
had been made to the complaints process this year including
additional resources and a new complaints policy.