Agenda item

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

Agreed:

RECOMMENDED that Council approve the revised Corporate Complaints Policy.

Reason for Decision: As set out in the report.

The Executive received the report to approve the revised Corporate Complaints Policy, which set out a single, consistent framework for managing all non?housing complaints received by the Council. Particular reference was made to:

·        the policy introduced a single, consistent corporate complaints policy for all areas outside housing ombudsman cases;

·        it aligned with the Local Government and Social Care Ombudsman’s new complaint handling code which would be effective from April 2026 and the Housing Ombudsman code;

·        the policy updates included clearer standards, aligned weight scales, stronger oversight, and improved definitions and would provide greater consistency for customers and clearer expectations for staff;

·        the policy also enhanced transparency and accountability through annual self-assessment and reporting on all complaints, not just those referred to the Ombudsman;

·        the policy established a cross-council complaints learning group to use complaints to drive service improvement and organisational learning; and

·        Member responsibility for corporate complaints would be formalised which would strengthen oversight.

During the discussion, Executive Members raised the following points and

Questions:

·        the alignment between housing and non-housing complaint processes with ombudsman codes was commended;

·        it was enquired whether all customer issues were now treated as stage one complaints or if some could be handled as concerns before entering the formal complaint process;

·        what was the role of Councillors when residents approached them, including how to explain the process and how issues raised through the Councillor portal were treated;

·        a concern was raised about complaints being closed if residents did not respond to emails and whether there was a process to ensure communications reached residents if emails were missing;

·        the policy was clear, clean, and easier to understand and the update/status box was commended; and

·        clarification was sought on the term partners in section 2.1 of the policy and how it differed from contractors.

In response to questions raised by Executive Members, the Head of Service - Customer & Communities advised that:

·        the policy clarified the distinction between service requests and complaints, and it was confirmed that stage one complaints would still be recorded and treated as such, while encouraging resolution at the first point of contact where possible;

·        Member enquiries were generally managed through the member inquiry process but Councillors may submit complaints on behalf of constituents with their consent;

·        when closing complaints, the preferred contact method was used, and investigations were concluded with a solution even if a complainant did not respond, which was in line with Ombudsman guidance;

·        partners were included in the policy only where formal agreements existed; and

·        complaints relating to partner delivered programs were handled under the Local Government and Social Care Ombudsman complaints code.

An opposition group leader raised the following points and questions:

·        concerns were raised regarding the member enquiry portal, noting that it remained a work in progress and was not currently considered fit for purpose by the Member.

·        concerns were raised about the member enquiry portal, noting it was still a work in progress and was not currently considered by the Member fit for purpose;

·        there was a need for a clear mechanism for Councillors to raise complaints on behalf of residents;

·        the policy lacked explicit consideration of vulnerability, despite Ombudsman guidance recommending that complexity and vulnerability be factored into complaint handling; and

·        it was enquired whether the process included direct engagement with complainants, noting that residents may only receive an email without dialogue or reassurance, and how could this be handled better.

In response to questions raised by opposition Members, the Head of Service - Customer & Communities

·        complaints from vulnerable individuals would receive tailored support, with adaptations made to the handling process to reflect their needs;

·        all adjustments and support provided would be recorded and anonymised, with annual reporting on those measures; and

·        regardless of vulnerability, further clarification would be sought from complainants when needed, and any extensions to complaint timelines would be clearly communicated with reasons provided.

The Leader moved the recommendations, which were seconded by Councillor

Wright, voted upon, and CARRIED unanimously

RECOMMENDED that Council approve the revised Corporate Complaints Policy.