Agenda item

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

The Committee considered a report of the Executive Director, Community and Children’s Services which addressed two actions in the actions tracker.

During the discussion, the following points were noted:

Recent Statutory changes to complaints handling for Landlords. 

The value of effective arbitration,  given the cost of First Tier Tribunals and County Court referrals.  Whilst it was noted that arbitration might need to be funded from the HRA,  improvements to complaints handling and/or a reduction in the number of complaints would reduce the need for arbitration and potential litigation.

The true definition of complaints (which might also take the form of informal comments); the rising number of complaints and the need for an update at each meeting of the Sub Committee. 

RESOLVED, that – the report be noted and the following points endorsed:

The suitability of arbitration as a potential dispute resolution measure for housing complaints.

The Assistant Director for Housing Management acts as the ‘senior lead person’ for housing complaints in accordance with the Housing Ombudsman’s Complaint Handling Code.

The suggestion that the Chairman of this Sub-Committee acts as the Member Responsible for Complaints (MRC) under the same Code.

The Sub Committee receives updates on the complaints process at each meeting.