Issue - meetings

Annual complaints performance and service improvement report 2024-25

Meeting: 24/06/2025 - Ethical Governance and Personnel Committee (Item 59)

59 Annual complaints performance and service improvement report 2024-25 pdf icon PDF 233 KB

To present the annual complaints performance and service improvement report.

Additional documents:

Minutes:

The committee gave consideration to the annual complaints performance and service improvement report. Members were pleased to see the number of compliments received. The disparity between the number of housing complaints and the high level of satisfaction of tenants was highlighted.

 

The chair proposed the following response from the committee to the report, as required by the Housing Ombudsman:

 

The Ethical Governance and Personnel Committee is pleased to receive the annual complaints report and it’s good to see the development of the report in its second year of the new style of complaints reporting.

 

We are pleased to see the progress during the first year of the new complaints policy following introduction of the Housing Ombudsman’s complaint handling code. We particularly welcome the work undertaken to learn from complaints, and the work within the housing service to survey tenant satisfaction in relation to complaint handling. Tenant feedback is of paramount importance as we continue to provide an excellent service.

 

The committee would like to thank the Member Responsible for Complaints for their oversight of the complaints process, and to officers involved in any part of the process for ensuring we maintain our high standards of customer service.”

 

It was moved by Councillor Cartwright, seconded by Councillor Pendlebury and

 

RESOLVED –

 

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

 

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

 

(iii)         The Local Government & Social Care Ombudsman and the Housing Ombudsman self-assessments be endorsed for publication;

 

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