Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: Yes

Date of Decision: September 4, 2024

Purpose: Cabinet is requested to approve this report and provide a response to be sent to the Housing Ombudsman and published online, alongside the report and compliance with statutory code.

Content: RESOLVED That the Cabinet: a.             approves the Crawley Homes Annual Complaints Performance and Service Improvement Report and Statutory Complaints Handling Code (appendix A) for adoption and subsequent publication, with subsequent complaint reports and complaints performance information being published in the Councillors’ Information Bulletin (as agreed in 2015).   b.             delegates authority to the Head of Crawley Homes, in consultation with the Cabinet Member for Housing and the Leader of the Council, to approve the response, submission and publication of the report online, alongside the report and compliance with statutory code.  (Generic Delegation 7 will be used to enact this recommendation).   c.             delegates authority to the Head of Crawley Homes, in consultation with the Cabinet Member for Housing, to make minor amendments to the Crawley Homes Annual Complaints Performance and Service Improvement Report and Statutory Complaints Handling Code as further changes are introduced, including  as and when legislation and statutory guidance are forthcoming. (Generic Delegation 7 will be used to enact this recommendation). Reasons for the Recommendations   To comply with the Housing Ombudsman’s Statutory Complaints Handling Code, as set out in 4.1 of report CH/208.