Decision details

The report sets out legislative changes/changes to the Housing Ombudsman Scheme affecting the way in which the Council is required to consider complaints about social housing and seeks approval for the introduction of revised Housing Complaints, Compliments and Comments Procedure reflecting the changes.

The Cabinet Member with the Resources Portfolio introduced the report of the Group Director of Operations (previously circulated) requesting that consideration be given to the adoption of an updated Housing Complaints, Compliments and Comments Procedure (also previously circulated) to reflect changes to when a complaint can be referred to the Housing Ombudsman Service.

The submitted report stated that after a complaint had been considered by the Council at stage 1 (local resolution) and stage 2 (formal investigation) there was a third stage (democratic filter), before it could be referred to the Housing Ombudsman.  The legislative changes meant that the Housing Ombudsman could consider a complaint without requiring the democratic filter stage to be completed.

RESOLVED - That the proposed changes to the Housing Complaints, Compliments and Comments Procedure, as detailed in the submitted report, be approved, and the Housing Complaints, Compliments and Comments Procedure, as appended to the submitted report, be adopted.

REASONS – (a)  To ensure the Council’s Housing Complaints, Compliments and Comments Procedure is consistent with the law and the revised Housing Ombudsman Scheme.

(b)  To make it easier for residents to access the Housing Ombudsman Service, if they remain unhappy with the Council’s final response to their complaint.