Agenda item

12.1

The Complaint Handling Code was introduced in July 2020 by the Housing Ombudsman and updated further in April 2022. It sets out how the Housing Ombudsman expects social landlords to manage customer complaints, describes best practice and supports landlords in responding to complaints effectively and fairly.

A requirement of the Code is that social landlords assess their complaints handling against the Code annually, using a standard template provided by the Housing Ombudsman. Local Authority landlords must report the outcomes of the assessment to Elected Members and publish the assessment on their website and in their annual report.

An assessment against the code was undertaken in July 2022 and the purpose of the report was to:-

1.     Inform Housing Policy Committee of the outcomes of the assessment, and of the actions agreed to address non-compliance.

2.     Seek the Housing Policy Committee’s approval to publish the outcomes of the assessment.

3.      

12.2

RESOLVED UNANIMOUSLY: That Housing Policy Committee:-

1.     That the Housing Committee notes the outcomes of the self-assessment against the Code.

2.     That the Housing Committee gives their approval for the outcomes of the assessment to be published.

12.3

Reasons for Decision

Housing Policy Committee is being asked to note the self-assessment and to give its approval for publication of the assessment on the Council website because this will help us achieve transparency and accountability in how we manage with housing-related complaints. It is also a requirement of the Housing Ombudsman for all social landlords that we do so.

12.4

Alternatives Considered and Rejected

Self-assessment against the Housing Ombudsman’s Code and publication of the outcomes, are a requirement of all social landlords. Therefore, in this respect there were no other alternatives considered.

9.1

The Head of Neighbourhood Service presented the report which outlined the Complaint Handling Code that was introduced in July 2020 by the Housing Ombudsman and updated further in April 2022. It set out how the Housing Ombudsman expects social landlords to manage customer complaints, describes best practice and supports landlords in responding to complaints effectively and fairly.

A requirement of the Code is that social landlords assess their complaints handling against the Code annually, using a standard template provided by the Housing Ombudsman. Local Authority landlords must report the outcomes of the assessment to Elected Members and publish the assessment on their website and in their annual report.

An assessment against the code was undertaken in July 2022 and the purpose of the report was to:-

1.     Inform Housing Policy Committee of the outcomes of the assessment, and of the actions agreed to address non-compliance.

2.     Seek the Housing Policy Committee’s approval to publish the outcomes of the assessment.

9.2

RESOLVED UNANIMOUSLY: That Housing Policy Committee:-

1.     That the Housing Committee notes the outcomes of the self-assessment against the Code.

2.     That the Housing Committee gives their approval for the outcomes of the assessment to be published.

9.3

Reasons for Decision

Housing Policy Committee is being asked to note the self-assessment and to give its approval for publication of the assessment on the Council website because this will help us achieve transparency and accountability in how we manage with housing-related complaints. It is also a requirement of the Housing Ombudsman for all social landlords that we do so.

9.4

Alternatives Considered and Rejected

Self-assessment against the Housing Ombudsman’s Code and publication of the outcomes, are a requirement of all social landlords. Therefore, in this respect there were no other alternatives considered.