Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: Yes

Date of Decision: September 8, 2025

Purpose: To present the annual report regarding complaints performance in Brent Council for the period 1 April 2024 to 31 March 2025 including a focus on the nature of complaints and the learning they provide to inform Brent’s future approach to service improvement

Content: Cabinet RESOLVED:   (1)       To note Brent’s performance in managing and resolving complaints.   (2)       To note and endorse Brent’s self-assessment against the Housing Ombudsman’s Complaint handling Code as detailed within Appendix D of the report.   (3)       To approve the report being referred, as required, to the relevant Scrutiny Committee.   Eligible for call-in: Yes   Deadline for submission of call-in: 6pm on Monday 15 September 2025