The Ethical Governance and Personnel Committee of Hinckley and Bosworth Council met on Tuesday 8 September 2026. The committee considered the annual complaints report for 2025/26, reviewed updated policies on complaints and managing unreasonable customer actions, and was informed of a Housing Ombudsman decision.

Complaints Annual Report 2025/26

The committee reviewed the annual complaints performance and service improvement report for 2025/26. The report indicated an increase in the number of complaints received, which was attributed to a more embedded complaints culture, the increasing complexity of residents' needs, and a national trend. The Housing Service saw a high proportion of complaints, with 57% relating to the council as landlord. While response times for most complaints met the policy's timescales, efforts are ongoing to improve them. The report highlighted service improvements made as a result of complaints, with a commitment to reviewing processes even when complaints were not upheld. Out of 14 complaints received by the Local Government and Social Care Ombudsman, none were investigated. The Housing Ombudsman contacted the council about three complaints, and one further complaint from the previous year was concluded, finding maladministration. A new complaints management system is being implemented to improve efficiency and user experience.

Councillor MB Cartwright spoke positively about the report, noting that an increase in complaints could indicate residents feel confident in raising issues, providing valuable feedback. He emphasised the effectiveness of the first point of contact at the contact centre in resolving issues. Councillor Cartwright also highlighted the council's pride in its housing stock but acknowledged that complaints are inevitable. He stated, I'm more than happy to move the report. ¹

Complaints Policy and Unreasonable Actions Policy

The committee was presented with updated versions of the council's complaints policy and the policy on managing unreasonable actions by customers for approval. The complaints policy, first adopted in May 2024, had undergone its first review by the Housing Ombudsman, resulting in three recommendations. These recommendations, which have been incorporated into the updated policy, included clarifying how complaints about contractors are handled, the requirement to agree suitable intervals for updates on complaints with extended timescales, and specifying that tenants will be permitted to progress their complaint through both stages of the process. Other amendments included references to the Data (Use and Access) Act 2025, additions to reasons for excluding complaints, and a new section on the use of AI in making complaints.

The policy previously known as the persistent and unreasonable complainant behaviour policy has been redrafted and retitled policy on managing unreasonable actions by customers . This updated policy includes principles underpinning related processes, references to ombudsman guidance and other internal policies, a section on actions by representatives of customers, and its application to customers' interactions with elected members, not just staff. Further work is to be undertaken regarding the legal position of recording interactions with council officers, with authority delegated to the Deputy Chief Executive to make necessary amendments.

Housing Ombudsman Decision

The committee was informed of a decision by the Housing Ombudsman regarding a complaint from a tenant concerning the handling of a regeneration project, the condition of a property, and the subsequent complaint handling. The Ombudsman found maladministration in the council's handling of the regeneration project and property move, communication about repairs, and the initial complaint handling, stating that a complaint was not logged when the complainant initially contacted the council. The council had requested a review of the findings, arguing that the full extent of support provided had not been acknowledged, the property condition issues merited a finding of service failure rather than maladministration, and the resident's communication frequency should be a mitigating factor. The Ombudsman upheld its decision, ordering the council to issue a written apology and pay £620 in compensation. The council complied with these orders. The report noted that the outcome has informed future project delivery and improvements in complaint handling.