Purpose

To consider an updated Complaints Policy,
which meets the requirements of the relevant Ombudsman and brings
corporate and housing complaints together under one policy.

Content

The Executive
Resolved

That (i)   the tone of
the policy is reviewed;

       
(ii)  the section of the report
outlining who can make a complaint is amended for clarity;
and

       
(iii)  concerns over the shortening of
the timescale are acknowledged and further considered.

The Executive
Recommended to Council

That the
draft Woking Borough Council (WBC) Complaints
Policy included at Appendix 1 to the report be approved, subject to
the amendments agreed by the Executive.

Reason:  The new complaints policy will ensure that the Council meets the
standards set by the Local Government and Social Care Ombudsman
(LGSCO).  The new complaints policy will
support the delivery of an effective and streamlined complaints
handling service.