The Cabinet Member Signing meeting is scheduled to consider a revised Haringey Resident Feedback Policy. This policy has been updated following recommendations from the Housing Ombudsman Service and aims to ensure compliance with their Complaint Handling Code.

Haringey Resident Feedback Policy

The primary item scheduled for discussion is the proposed revision of the Haringey Resident Feedback Policy. This update is a direct response to recommendations made by the Housing Ombudsman Service in July 2025 and February 2026, which highlighted areas for improvement in the council's complaint handling procedures. The revised policy seeks to strengthen compliance with the Housing Ombudsman's Complaint Handling Code and the Local Government and Social Care Ombudsman's complaint handling codes.

Key aspects of the revised policy include:

• Alignment with Ombudsman Codes: The policy has been updated to fully align with the complaint handling codes set by both the Housing Ombudsman and the Local Government and Social Care Ombudsman. This ensures a consistent and fair approach to handling resident feedback.
• Clarity on Excluded Complaints: Definitions of service requests and formal complaints have been clarified, along with clearer guidance on which types of issues are considered excluded from the formal complaints process.
• Timelines for Complaints: Specific timescales for Stage 2 complaints have been detailed within the policy, ensuring residents are aware of expected response times.
• Reinforced Principles: The policy reinforces the core principles of fairness, transparency, accessibility, and accountability in complaint handling.
• Oversight of Tenant Management Organisations (TMOs): The revised policy provides clearer guidance on the oversight of complaint handling by Tenant Management Organisations.
• Monitoring and Learning: Mechanisms for monitoring and reporting on complaints, including an annual self-assessment against the Complaint Handling Code, have been embedded.

The report indicates that the revised policy has been informed by the Haringey Deal, ensuring that the voices of residents, particularly those often overlooked, have contributed to the updates. The policy aims to improve resident experience by providing a clear, accessible, and fair complaints process, empowering residents' voices, and fostering a culture of learning and continuous improvement.

The report also notes that there are no direct financial implications arising from this policy update. The Director of Legal & Governance has confirmed that the policy aligns with legal requirements, including the Social Housing (Regulation) Act 2023, which empowers the Housing Ombudsman Service to issue a statutory Complaint Handling Code.

The Public Sector Equality Duty (PSED) under the Equality Act 2010 has been considered, with the updated policy expected to have a positive impact on residents with protected characteristics by strengthening clarity, accessibility, and transparency. No negative equality impacts have been identified.

The report pack includes several appendices detailing the Housing Ombudsman Service's review findings, the draft revised policy, and self-assessment forms.