URL: https://democracy.dacorum.gov.uk/ieDecisionDetails.aspx?ID=2501

Decision Maker: Portfolio Holder for People & Transformation

Outcome:

Is Key Decision?: Yes

Is Callable In?: Yes

Purpose: The Corporate Complaints Policy exists to clarify how complaints are handled for both staff and customers. Since 1 April 2024, the Housing Ombudsman Code has become law, requiring every member of the Housing Ombudsman Scheme to comply with its standards. In June 2025, the Housing Ombudsman reviewed Dacorum Borough Council’s (DBC) Complaint Policy to verify its consistency with the Code and suggested some changes for better alignment. DBC officers have since updated their complaints policy based on these recommendations.  

Content: The Corporate Complaints Policy exists to clarify how complaints are handled for both staff and customers. Since 1 April 2024, the Housing Ombudsman Code has become law, requiring every member of the Housing Ombudsman Scheme to comply with its standards. In June 2025, the Housing Ombudsman reviewed Dacorum Borough Council’s (DBC) Complaint Policy to verify its consistency with the Code and suggested some changes for better alignment. DBC officers have since updated their complaints policy based on these recommendations.   The Corporate Complaints Policy exists to clarify how complaints are handled for both staff and customers. Since 1 April 2024, the Housing Ombudsman Code has become law, requiring every member of the Housing Ombudsman Scheme to comply with its standards. In June 2025, the Housing Ombudsman reviewed Dacorum Borough Council’s (DBC) Complaint Policy to verify its consistency with the Code and suggested some changes for better alignment. DBC officers have since updated their complaints policy based on these recommendations.  

Date of Decision: November 12, 2025