Jane Rylah | Councillor for Holme Valley South, Kirklees

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

Councillor Jane Rylah

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

Apologies for Absence

Declaration of Interests

Appointment of Chairs of Committees, Boards and Panels

Announcements by the Mayor and Chief Executive

Summary

Councillor Jane Rylah

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

Apologies for Absence

Declaration of Interests

Appointment of Chairs of Committees, Boards and Panels

Announcements by the Mayor and Chief Executive

Summary

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