Decision
Analysis
outcome: The Cabinet approved the updated Complaints Policy.
summary: The decision involves reviewing complaints outcomes and updating the Complaints Policy to comply with new Codes of Practice.
topline: The Cabinet has decided to approve the updated Complaints Policy to comply with new Codes of Practice.
reason_contentious: This issue is not particularly contentious as it is a standard practice to review complaints outcomes and update policies to comply with regulations.
affected_stakeholders: ["Council members", "Residents", "Service users"]
contentiousness_score: 2
political_party_relevance: There are no mentions or implications of political parties or political influence on the decision.
URL: https://www.southampton.gov.uk/modernGov/ieDecisionDetails.aspx?ID=3564
Decision Maker: Cabinet
Outcome:
Is Key Decision?: No
Is Callable In?: Yes
Purpose: Report highlighting Council complaints performance in 2024/5 including Annual reporting from Local Government and Social Care and Housing Ombudsman.
Content: (i) To receive and review complaints outcomes and service based learning arising from the annual complaints reports 2024/5 (ii) To approve the updated Complaints Policy (Corporate & Adult Social Care) (Appendix 1) to reflect changes required by the Housing Regulator and Ombudsman to comply with their new Codes of Practice It is a requirement of the Ombudsman’s respective Complaints Handling Codes (and good practice) for elected members to receive an annual report on the Council’s complaints service, performance monitoring against previous years and national comparators and to keep our complaints policy updated to comply with any Regulator / Ombudsman Codes of Practice. The report also provides a valuable insight as to where service failures have occurred and not been recovered as part of business as usual service delivery and where the Council can use learning from complaints to improve future service performance and outcomes for our residents and other service users. N/A – It is a requirement of the Complaints Handling Codes to provide Members with an annual performance report in relation to complaints . In addition, the Council would not be compliant with the Codes if it failed to update its Complaints policy in line with the recommendations made by the Housing Ombudsman.
Date of Decision: September 25, 2025