Lack of independent complaints team and inconsistent processes
Specific activities
Establish a “specialist complaints team” independent of delivery units
Roll-out automated Stage 1 feedback surveys Record complaints consistently Respond to complaints fairly, effectively and promptly Increase the number of complaints recorded set up a process for learning from complaints
Measurable outcomes
0 overdue Stage 2 investigations >15 days
≥ 90 % tenant satisfaction with complaints closure
Achievable resources and inputs
Recruit 2 FTE investigators
Training budget for Housing Ombudsman code
Relevant consumer standard
Consumer Standard: Complaints Handling
Milestones
Improved process for complaints has been put in place
Specialist stage 1 complaints team has been established
Lessons learnt compiled and being reviewed in monthly meetings by managers
Letter received October 2025 from the Housing Ombudsman confirming the Council has complied with the Housing Ombudsman’s Annual Submission process.
Target Date
27-Feb-26
Responsible / accountable
Lead: Customer Engagement and Business Support Manager. Accountable: Head of Housing
Status
In progress
Monitoring and evidence
Information on team structure, training certificates, survey results
Minutes from monthly meeting
Reporting of figures to governance (CS&CB, HSC, Cabinet)