Decision details

The LGSCO, in association with the HO, issued a Joint Complaint Handling Code. The aim of the Code is to introduce consistency in the way that both bodies deal with complaints. The LGSCO and HO consulted with local authorities on its initial version of the Joint Code with a closing date of 23 November 2023. On consideration of the responses, the LGSCO informed authorities that it would not participate further in the Joint Code until 2027, while the HO stated that it would still require implementation in 2024.

The Governance, Audit and Standards Committee under its terms of reference receives and scrutinises the Annual Complaints Report, and it was suggested that in order for wider Member engagement this continues to happen, in addition to submission of the report to Cabinet as recommended in the Joint Code guidance. It was considered that the submission of the Complaints report should be received by the Governance, Audit & Standards Committee quarterly rather than annualy.

RESOLVED that:

1.                The Complaints Policy be approved

2.                The Portfolio Holder for Resources and Personnelbe appointed to have lead responsibility for complaints to support a positive complaint handling culture.

3.                The Complaints Performance and Service Improvement Report be reported to Governance, Audit and Standards quarterly in addition to the annual report to Cabinet for wider Member engagement.

4.                Further investigation be given to resourcing the implementation and continued use of the new Policy.

RECOMMENDED to full Council that the consequential amendments to the Constitution be approved subject to consideration by the Governance, Audit and Standards Committee.

Reason

The new Complaints Policy will enable the Council to be compliant with the Housing Ombudsman’s requirements.