URL: https://moderngov.harlow.gov.uk/ieDecisionDetails.aspx?ID=1079

Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: Yes

Purpose:

Content: RESOLVED that Cabinet:   A    Approved the changes to the council's Complaints Policy to bring it in line with the Housing Ombudsman's Complaint Handling Code.   B    Noted the performance of complaints handling for the period 2024-25.   C    Noted progress against lessons learnt from 2023/24 on the performance of complaint handling during 2024/25.   D    Approved the changes to service delivery to address maladministration findings by the Housing Ombudsman.

Date of Decision: September 11, 2025