Agenda item

The Customer Service, Standards & Complaints Manager presented the report to the Committee.

The Annual Letter from the Local Government and Social Care Ombudsman (LGSCO) contained an annual summary of statistics on the complaints made against the Council for the financial year ending 31^st March 2025.  The Annual Letter 2024 was attached at Appendix 1.

Between 1^st April 2024 to 31^st March 2025, the LGSCO had received 9 Enquiries and Complaints during 2024/25.  Of these 7 were closed after initial enquiries and 2 were not for the LGSCO to investigate.  This supporting information was attached at Appendix 2.

The report detailed the Council’s performance in relation to neighbouring authorities:

To a question on the details of the 9 Complaints escalated, the Customer Service, Standards & Complaints Manager informed the Council would have been informed if the Ombudsman had upheld these Complaints against the Council – as it had not, these were not known.  However, one could review the Stage 1 to Stage 2 Complaints and determine which ones would likely have been escalated to the Ombudsman.

The Customer Standards and Complaints Officer informed the Annual Housing Ombudsman Complaints Report and Self-Assessment were required to be submitted by the Council by 30^th September 2025.  The report provided information to the Housing Ombudsman on the performance of the Council’s complaint handling, in terms of the volume and timeliness of responses, and it identified themes and lessons learned to drive improvements.

The Self-Assessment ensured the Council’s Complaints and Standards Team had reviewed and aligned the Council’s Policy and Procedures to meet the Housing Ombudsman’s Complaint Handling Code requirements for 2024/25.

Due to changes in data collection, 2024/25 would be the first year of compliance.

The Annual Housing Ombudsman Complaints Report was attached at Appendix 3.  The Self-Assessment was attached at Appendix 4.

The Customer Standards and Complaints Officer highlighted a typo on page 118 of the agenda – the Evidence Commentary / explanation of 8.2 should not include ‘June’ after ‘Executive on 8^th September [2025]’.

The pictures on the front cover of the Annual Housing Ombudsman Complaints Report would also be changed following input from the Council’s tenants.

A Member thanked the Customer Service, Standards & Complaints Manager and Customer Standards and Complaints Officer for the report.  The Chair echoed thanks, stating there was a considerable amount of information to review.  The Strategic Director stated a lot of work had been clearly undertaken.

To a question on additional information being provided to private landlords on the Social Housing (Regulation) Act 2023 and proposed Renters’ Rights Bill, the Assistant Director of Housing and Enforcement informed the Council part funded a ‘call before you serve’ (an Eviction Notice) service in an attempt to prevent cases of homelessness, and the Council also signposted to DASH Services (a provider of support for the private rented sector) for advice.

Signposting would also take place to the Derbyshire Law Centre (a representative of whom attended The Arc, Clowne, every fortnight).

The Assistant Director of Housing and Enforcement agreed to provide links and information of the above organisations to all Members after the meeting.

Moved by Councillor Louise Fox and seconded by Councillor Emma Stevenson

RESOLVED that Members note the Annual Letter from the Local Government & Social Care Ombudsman and approve the Annual submission Housing Ombudsman Report and Self-Assessment 2024/25.