Issue - meetings

Housing Ombudsman Annual Complaint Handling and Self Assessment Report

Meeting: 29/07/2025 - Housing Liaison Board (Item 6)

Annual Complaint Handling and Service Improvement Report 2024/25

Minutes:

The Housing Strategy and Development Officer provided a verbal update and copies of the draft report to the Board.

 

The Housing Ombudsman Service’s (HOS) Complaint Handling Code (the ‘Code’) had become statutory from 1st April 2024, and the Social Housing (Regulation) Act 2023 placed a legal duty on the HOS to monitor social housing landlords’ compliance with the Code.

 

Section 8 of the Code required landlords to produce an annual performance report which provided analysis of the Compliments, Comments and Complaints received by the Council during 2024/25.

 

The draft report presented to the Board sought to provide information on the performance of the Council’s handling of Complaints in terms of the volume and timeliness of the responses.  In addition, the report sought to identify themes, trends, and lessons learnt that drove service improvements.

 

The Assistant Director of Housing Management & Enforcement noted that from the 18,000 repairs carried out, the few numbers of Complaints received could be taken as respectable.  The Chair and a Tenant believed the percentage of Complaints received out of the repairs made should be published to highlight the good work being achieved.

 

RESOVLED that the draft annual report be noted.