Minutes
Members received the Annual Complaints Performance and service Improvement Report, detailing complaint handling in the Housing service and the improvements that have been made from the learning gathered from complaints received.
Both the Local Government & Social Care Ombudsman (LGSCO) and Housing Ombudsman Service (HOS) launched new Complaint Handling Codes in February 2024, effective from 01st April 2024.
In discussion of this item, Members were pleased to see the work that was taking place in respect of handing complaints, resolution of these issues and the learning from complaints that was taking place and requested that their gratitude to officers be recorded, for handling of complaints and resolution of issues thereof.
Options, Risks and Reasons for Recommendations
It is a regulatory requirement that all social housing providers produce an Annual Complaints Performance and Service Improvement Report for governing bodies.
That the Committee provide a response to the report in line with the Housing Ombudsman regulatory requirement.
Following the approval report the report is to be published on the Council Website with the Committee’s response.
Resolved that:
- Members approved the Annual Complaints Performance and Service Improvement Report 2024/25.
- A copy of the Annual Complaints Performance and Service Improvement Report 2024/25 is published on the Council’s website with the response from the Audit & Governance Committee’s response.
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Last Updated on Thursday, June 26, 2025