Closed: Consultation on updated council complaints policy

Please note this consultation has now closed. The Complaints Management Policy has now been adopted.

Background

We updated our complaints policy in-line with changes to national policy and guidance, namely the Complaint Handling Code 2024 developed by The Housing Ombudsman Service and The Local Government and Social Care Ombudsman.The councils are committed to providing high quality services, with our customers at the heart of everything we do. We do our best to make sure your contact with us is professional, courteous and goes beyond our customers' expectations. However, we do accept that sometimes things can go wrong and at these times we need to listen to our customers' views and put things back on the right track.

Our complaints management policy is designed to ensure that all complaints are dealt with in a consistent way and to a high standard.

The policy sets out what the council does and does not treat as a complaint. It also makes clear the council's timescales for handling complaints.

Housing tenants were consulted in the development of the draft policy, which was approved by respective Cabinets in July 2024, subject to a final stage of consultation.

The consultation ran from Friday 9 August to Friday 20 September 2024 at 5pm. The policy has now been adopted.

Download the Complaints Management Policy or find out about making a complaint