Agenda item

Report of the Director of Community and Children’s Services.

The Sub Committee considered a report of the Director of Community & Children’s Services reviewing the current Housing Complaints Policy.

In presenting the report, officers advised that the current policy had been reviewed to take into account the new Housing Ombudsman Complaints Code which required landlords to implement a 2 stage complaints process and extending stage 2 timelines to allow for more in-depth review.

In response to questions and comments from Members, Officers advised that the complaints procedure was promoted on the CoL website and in the tenants handbook.  In instances where queries/concerns were raised by tenants, Officers did highlight that there was a complaints process if tenants were dissatisfied with the way in which queries/complaints were addressed.

In the event that the new policy was approved, Officers undertook to update the website and the tenants handbook and also produce leaflets highlighting the new complaints procedure. Complaint monitoring took place and Officers could report back on timelines and flag complaints which took longer to resolve. 

Members requested assurances that whilst retaining oversight and monitoring complaints, complainants had confidence in the process and the Sub Committee should not be advocating for complainants.  Periodic review of data would allow the Sub Committee to gauge the effectiveness of the complaints process and highlight any issues of concern.

Officers referred to discussion at a previous meeting where the Sub Committee requested a report on historic complaints which had taken a considerable time to resolve and this report would be presented to the Sub Committee on 15^th November 2021

Officers reassured Members that complaints were taken very seriously and it was suggested that the next compliance to be considered by the Sub Committee on 15^th November could also capture compliance in respect of complaints handling and outcomes.

RESOLVED –

1. That the draft Housing Complaints Policy be approved.
   
   
2. That the next compliance report to be considered by the Sub Committee on 15^th November captures compliance in respect of complaints handling and outcomes.
   
   
3. That oversight reporting on complaints takes place twice yearly to a specific timescale. (details on performance are also published in the annual report to tenants)