Decision details

Decision taken

The Cabinet noted and approved the Action Plan as set out in Appendix 1 of the report

Reason for decision

This report set out the Council’s annual complaints performance and service improvement for 2023-24. It also summarised key lessons learned, compliance against the Housing Ombudsman Complaint Handling Code and Action Plan to ensure improvements identified are implemented to improve complaint handling and to continue to develop a positive complaints culture across the organisation.

Several improvements had been made to the complaints process this year including additional resources and a new complaints policy.