Each year, to comply with the Housing Ombudsman’s Complaints Handling Code, the Council, in its capacity as a social landlord, must produce an Annual Complaints and Service Improvement report which must be reported to the Council’s governing body, which must respond to the report.
The report contains the following information:
a) the annual self-assessment against the Code to ensure the Council’s complaint handling policy remains in line with the Housing Ombudsman’s requirements
b) a qualitative and quantitative analysis of the Council’s complaint handling performance.
This must also include a summary of the types of complaints the Council has refused to accept;
c) any findings of non-compliance with this Code by the Ombudsman;
d) the service improvements made as a result of the learning from complaints;
e) any annual report about the landlord’s performance from the Ombudsman; and
f) any other relevant reports or publications produced by the Ombudsman in relation to the work of the Council.
The Council’s Cabinet considered the report on July 11, 2024, and responded as follows:
“Positive progress has been made over the course of the year to improve complaints response times.
The actions taken to support full and continued compliance with the Complaints Handling Code are appropriate, and particularly we note the additional check introduced to make sure all complaints that should be accepted by the Council are.
The regular reports to tenants through the Housing Management Board will support scrutiny, transparency, accountability, and a continued focus on improvement.
Finally, it is good to see the range of service developments arising from complaints learning, and the action being taken to prevent complaints from arising in the first place.”
Last updated: Wed 21st August, 2024 @ 13:46