Andrea Woodside

Housing Annual Complaints Performance and Service Improvement Report and Self-Assessment 2024/25

From: Cabinet - Tuesday 10th June 2025 1.30 pm - June 10, 2025

To seek Cabinet approval of an updated Complaints Handling Policy and Redress Policy. The report also provides Cabinet with a copy of the mandatory ‘Annual Complaints Performance and Service Improvement report for 2024/25’, including the Council’s self-assessment against the Housing Ombudsman Complaint Handling Code for comment and approval prior to submission to the Housing Ombudsman by 30th June 2025. Engagement process The Complaints Handling Policy has been updated to improve accessibility for residents and in addition minor process changes have been made to reflect the level of investigating manager responding to complaints at each stage. The updated policy strengthens the Council’s compliance with Housing Ombudsman Complaint Handling Code. The Redress Policy has also been updated and includes improvements to accessibility and aligns with the new Housing Ombudsman Service Remedies and Insurance Guidance e.g. the policy now aligns with levels of redress recommended by the Housing Ombudsman Service.

Recommendations Approved

Activity Timeline

Meetings Attended ^{Note this may include planned future meetings.}

Decisions from Meetings

Housing Annual Complaints Performance and Service Improvement Report and Self-Assessment 2024/25

Allocation of Seats

Membership of Committees, Boards and Panels

Proposed Revisions to the Council's Constitution (Reference from Corporate Governance and Audit Committee)

Dates of Council Meetings for the 2025/2026 Municipal Year (Reference from Corporate Governance and Audit Committee)

Summary

Andrea Woodside

Activity Timeline

Meetings Attended Note this may include planned future meetings.

Decisions from Meetings

Housing Annual Complaints Performance and Service Improvement Report and Self-Assessment 2024/25

Allocation of Seats

Membership of Committees, Boards and Panels

Proposed Revisions to the Council's Constitution (Reference from Corporate Governance and Audit Committee)

Dates of Council Meetings for the 2025/2026 Municipal Year (Reference from Corporate Governance and Audit Committee)

Summary

Meetings Attended ^{Note this may include planned future meetings.}