Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: Yes

Date of Decision: January 12, 2026

Purpose: To obtain agreement for the new policy and obtain sign off for the the Annual Housing (Landlord Services) Complaints and Service Improvement Report.

Content: RESOLVED that: 1)     the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) be approved as attached at Appendix A to the report.   2)     Housing Landlord Complaints and Service Improvement Report be approved, as attached at Appendix B to the report.

Reasons for the decision: The Policy is required to comply with the both the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman Service’s (HOS) Code of Conduct. This will ensure transparency and give assurance to residents that we have a robust complaints handing process.

Alternative options considered: Option 1 – (Recommended) that the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) be approved as attached at Appendix A and that Housing Landlord Complaints and Service Improvement Report be approved, as  attached at Appendix B   Option 2 – Amend the Compliments, Complaints and Feedback Policy (Corporate and Housing Landlord Services) or Housing Landlord Complaints and Service Improvement  Report   Option 3 - Do nothing – not an option.