Meeting: 27/06/2024 - CABINET (Item 7)
7 Update to the Corporate Complaints Policy 
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Minutes:
RESOLVED:
That the Cabinet:
1) Agree the updated Corporate Complaints Policy as set out in Appendix A.
2) Request Full Council considers updating the Terms of Reference of the Corporate Resources & Infrastructure Select Committee to formally recognise it as the “Member Responsible for Complaints” as per the Ombudsman’s updated Codes.
Reasons for decision
The Cabinet Member for Corporate Services introduced a report to update the Council’s complaints policy, driven by changes in guidance issued by the Local Government Social Care Ombudsman and the Housing Ombudsman Service. The Cabinet Member explained that the updates reduced the number of formal complaint stages from three to two, making the process more efficient. It also clarified that informal complaints should be treated as service requests. These amendments, amongst others, were agreed to be incorporated into the revised policy, enabling the Council to operate more efficiently and address complaints requiring further investigation.
Alternative options considered and rejected
None.
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Relevant Select Committee |
Corporate Resources & Infrastructure |
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Expiry date for any scrutiny call-in / date decision can be implemented (if no call-in) |
Cabinet’s decision (1) can be called in by a majority of the select committee by 5pm, Friday 5 July 2024
Cabinet’s decision (2) cannot be called-in and comes into immediate effect and is referred to the Full Council for decision. |
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Officer(s) to action |
Ian Anderson |
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Directorate |
Digital & Intelligence |
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Classification |
Public The report and any background papers relating to this decision by the Cabinet are available to view on the Council's website or by visiting the Civic Centre, Uxbridge. |