Purpose

To consider the Corporate Complaints Annual Report, including the Ombudsman Annual Review Letter.

Decision

The Executive Resolved

That  (i)    the Annual Corporate Complaints Performance and Service Improvement Report 2025/26, attached at Appendix 1 to the report, be noted; and

          (ii)   the priorities for further improvement in 2026/27 be endorsed.

Reason: To provide Member oversight of corporate complaints performance, progress against the Ombudsman’s Complaint Handling Code and the use of complaints to support organisational learning and service improvement.