Issue - meetings

Report of Chief Executive

Lead Cabinet member: Councillor Christine Robinson

(Key decision):

(1) To agree the draft Complaints Management Policy as set out at appendix 1 to the report.

(2) To agree to a period of consultation being undertaken on the draft policy with residents, tenants and other stakeholders.

(3) To give delegated authority to the Assistant Director for Customer Service and Delivery, in conjunction with the Cabinet Member, to undertake any final minor amendments to the Policy in light of the consultation.

The Cabinet considered the report of the Chief Executive, asking it to agree a corporate complaints policy.

Cabinet advised that once the policy was implemented, officers would set up a quarterly internal officer group, to look at complaints received in the past quarter and ensure actions were being taken to improve services and then reported back to the Local Government and Social Care Ombudsman.

Policy and Performance Advisory Committee (PPAC), held on 10 July 2024 considered the report and were supportive of the officer recommendations in full.

Resolved (Key decision):

(1) To agree the draft Complaints Management Policy as set out at appendix 1 to the report.

(2) To agree to a period of consultation being undertaken on the draft policy with residents, tenants and other stakeholders.

(3) To give delegated authority to the Assistant Director for Customer Service and Delivery, in conjunction with the Cabinet Member, to undertake any final minor amendments to the Policy in light of the consultation.

Reason for decisions:

To enable the public to have a clear understanding of the way complaints are dealt with by the council.