Issue - meetings

To present the annual complaints report and agree a response from the committee.

Members received the annual complaints performance and service improvement report 2023-24. The new style of report to adapt to the Housing Ombudsman’s complaint handling code was noted, along with performance and outcomes of complaints received in 2023/24.

Concern was expressed that no compliments had been received via the formal process during 2023/24, yet members and managers often received compliments about staff and services from members of the public. They asked that those received via members and officers be recorded as compliments in future.

Assurance was sought that where services were changing which may result in increased complaints, this could be acknowledged in the annual report.

Members welcomed the report and were pleased to see the positive complaint handling culture of the authority. It was moved by Councillor J Crooks, seconded by Councillor Cook and

RESOLVED –

(i)            The annual complaints performance and service improvement report be approved;

(ii)          The Local Government & Social Care Ombudsman annual letter be noted;

(iii)         The Housing Ombudsman self-assessment be endorsed for publication;

(iv)         The attached response to the report from the committee be agreed.