Issue - meetings

To update members on performance of our Complaints Service 25/26 against the Housing Ombudsman Code and to adopt the SHDC Housing Comments, Compliments and Complaints Policy (report of the Service Director - Housing enclosed).

DECISION:

That Cabinet:

·       Adopts the Housing Comments, Compliments and Complaints Policy (Appendix 1).

·       Delegates minor operational and legislative amendments to the Housing Comments, Compliments and Complaints Policy to the Service Director for Housing in consultation with the Portfolio Holder for Strategic and Operational Housing.

·       Notes and endorses the Complaints Performance and Improvements planned reflected in the Housing Annual Complaints Performance and Service Improvement Report for 2025/26 at Appendix 4 and note the Annual Housing Ombudsman Self-Assessment form at Appendix 5.

·       Agree the draft governing body response on slide 4 Appendix 4

(Other options considered:

·       Do Nothing - not produce an Annual Complaints and Service Improvement Report or review our policy – this option is not recommended as it would leave the organisation with a policy that does not recognise the tenant’s voice and a service that is not learning from internal assessments. The Regulator of Social Housing expects all social landlords to be accountable to tenants, addressing complaints fairly, effectively and promptly to build trust with tenants and put tenants’ views at the heart of decision-making about the delivery of landlord services. If this option is chosen, the Council would not implement the changes suggested by the Housing Ombudsman after their 2026 policy review and it would also leave us non-compliant with the Housing Ombudsman Code.

Reasons for decision:

·       To ensure the Housing Landlord Services are compliant with the Housing Ombudsman Code and the Regulator of Social Housing requirements.)

To update Members on performance of our Complaints Service 25/26 against the Housing Ombudsman's Code (report of the Service Director – Housing enclosed).

Consideration was given to the report of the Service Director – Housing, which updated members on performance of SHDC’s Complaints Service 2025/26 against the Housing Ombudsman Code.

The Tenant Engagement and Influence Lead introduced the report and highlighted the following main areas:

• The document reported an improvement in performance, with a reduction in complaint volumes compared to the previous year and continued strong compliance with response timescales: 189 Stage 1 and 12 Stage 2 complaints had been received, with approximately 92% of Stage 1 complaints responded to within 10 working days and 100% of Stage 2 complaints within 20 working days;
• The most common causes of complaints related to delays in service delivery and communication with tenants, particularly within property services and repairs. Nonetheless, overall complaint levels remained low in relation to service activity, and targeted improvements such as the insourcing of damp, condensation and mould works, had contributed to a reduction in related complaints;
• Complaint handling and oversight were well embedded across the organisation, supported by regular monitoring and tenant involvement;
• The annual self-assessment against the Housing Ombudsman Code identified a number of areas for further improvement, including strengthening capacity, refining processes, and enhancing accessibility and oversight; and
• Looking ahead, the service would focus on further improving customer experience, including enhanced follow-up with tenants, strengthened audit processes, and improved engagement and communication.

Members considered the update and made the following comments:

• Members sought clarification on the reported 47% reduction in complaints following the insourcing of damp, condensation and mould works.
  • The Tenant Engagement and Influence Lead confirmed that the reduction reflected both improved timeliness of works and an improved standard of delivery.

• Members noted the level of complaints relating to contractors and queried whether further breakdowns were available to identify specific areas of concern.
  • The Tenant Engagement and Influence Lead advised that further detail was available within the report, including identification of contractors generating higher levels of complaints. It was noted that strengthened contract management arrangements were being implemented through the Capital Programme governance processes.

• Members commented on the presentation of complaint data, noting that some tables were difficult to interpret and would benefit from clearer formatting.
  • The Tenant Engagement and Influence Lead acknowledged this observation and agreed to amend the presentation of the data for Cabinet, including splitting quarterly figures for improved clarity in future reports.

• Members highlighted that delays in repairs and a lack of communication with tenants appeared to be a key recurring issue.
  • The Tenant Engagement and Influence Lead confirmed that delays and communication were both contributing factors. It was emphasised that tenants were generally more accepting of delays where clear communication was provided. Work was ongoing to improve communication, including engagement with internal teams, customer contact teams, and contractors to reinforce expectations around keeping tenants informed

• Members queried trends in complaint demographics, including a higher proportion of complaints recorded from female tenants and younger age groups.
  • The Tenant Engagement and Influence Lead advised that, in practice, complaints were often submitted by one member of  ...  view the full minutes text for item 9