Issue - meetings

To consider the report of the Strategic Director for People and Communities.

Agreed:

RECOMMENDED that Council approve the adoption of the new Housing Complaints Policy for the 2025-203 period.

Reason for Decision: As set out in the report.

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The Executive received the report on the new Housing Complaints Policy 2025-2030, which had been updated from the 2024 version, following receipt of recommendations from the Housing Ombudsman.

During the debate, a Member enquired whether tenant issues were automatically logged as complaints or first handled as concerns?

In response to question raised, the Strategic Director for People and Communities and the Interim Head of Service – Housing advised that:

·        corporate complaints were being restructured within the People and Communities directorate to align practice across the Council and included that the good practices in housing for social housing would be rolled out across the council;

·        current housing practice treated all issues raised through the process as a formal compliant and followed prescriptive timelines set down in the code of practice; and

·        resident feedback was always welcomed and officers did not require hearing the word “complaint” to treat it in terms of guidance set out.

The Leader moved, and Councillor Wright seconded, the recommendations which were voted upon and CARRIED unanimously.

RECOMMENDED that Council approve the adoption of the new Housing Complaints Policy for the 2025-203 period.