URL: https://committeeadmin.lancaster.gov.uk/ieDecisionDetails.aspx?ID=1583

Decision Maker:

Outcome:

Is Key Decision?: No

Is Callable In?: Yes

Purpose:

Content: Cabinet Member with Special Responsibility Councillor Maddocks)   Cabinet received a report from the Chief Officer Housing and Property that provided an update to developments in complaints handling within council services in line with the joint Code of Practice issued by the Housing Ombudsman and the Local Government and Social Care Ombudsman (2024). The report provided performance information and the required self-assessments against the code.   The options, options analysis, including risk assessment and officer preferred option, were set out in the report as follows:     Option 1: To approve the recommendations as set out in the report. Option 2: That an alternative approach to complaint handling be proposed Advantages Ensures continued compliance with mandatory Code (housing) and prepares for future expected mandatory compliance across all services. Improves consistency and builds a learning culture.   Continued improvement work required in non-housing areas Unknown Disadvantages Continued resource requirements required on an area not yet mandatory for the Council. Unknown Risks Inconsistency may persist while new systems embed. Risk of non-compliance, reputational harm, and missed opportunity to improve customer service.   The officer preferred option was option 1: This allows officers to work towards a realistic plan for full compliance across the council in time for the expected mandatory requirement in 12 months’ time. It promotes a resident focused approach to complaints, and service improvement. It also supports the continued development of IT solutions to promote a streamlined, and consistent service for residents.   During questions an update was requested on the 3 cases that remained open from March 2025. Cabinet members suggested that the work indicated how seriously the Council took the issue of complaints and requested that the thanks of Cabinet to those involved be noted.   Councillor Caroline Jackson proposed, seconded by Councillor Riches:-   “That the recommendations as set out in the report be approved,”   Councillors then voted:-   Resolved unanimously:   (1)        That the Cabinet member with responsibility for complaints be delegated to agree a statement to be published by the end of September 2025 on the Council’s complaints handling in accordance with the Code.   (2)        That Cabinet approve the both the Complaint self-assessment forms and endorse the annual report and service improvement plans for 2025 and that all documents are published.   Officer responsible for effecting the decision:   Chief Officer Housing & Property   Reasons for making the decision:   Generally, residents who have reached the stage of making a formal complaint against the Council are using this mechanism to show genuine and reasonable dissatisfaction. Effective and unified complaint handling and the continuation of the development of a positive complaints culture offers vital feedback on service delivery and should be treated as a genuine opportunity for improvement.   The Code provides a clear and unified framework to ensure complaints are taken seriously, handled fairly, and used to drive improvement. It prioritises open, transparent communication with complainants; consistency in responses and response times; accessibility for complainants; and a strong focus on evidenced learning from complaints.   The report and associated Appendices set out the progress made across housing and non-housing services, and our continued commitment to accountability and learning and supports the Council’s wider vision of being a ‘Co-operative, Kind and Responsible Council’.

Date of Decision: September 16, 2025