Decision details

To provide Cabinet with an update on progress made towards delivering the Housing Ombudsman Complaint Handling Code 2024.

That the Housing Landlord Service's complaint handling performance during quarter 1 and 2 of 2024/25 be noted.

To provide assurance to Cabinet on the Council’s compliance with the Housing Ombudsman’s Complaint Handling Code and provide updated information on ongoing work towards delivering a positive complaint-handling culture, ensuring residents’ concerns are addressed promptly and appropriately.

Do nothing – to retain progress updates through operational arrangements with the Portfolio Holder for Strategic and Operational Housing. This option was not considered to be appropriate as the Housing Ombudsman was clear that governing bodies were responsible for ensuring that the Council, in its role as a social landlord was meeting the Housing Ombudsman Complaint Handling Code.