The Cabinet has decided to approve the Housing Ombudsman Complaints Handling Code Self-Assessment and Improvement Report for the 2025-26 period.

URL: https://democracy.canterbury.gov.uk/ieDecisionDetails.aspx?ID=1738

Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose:

Content: Councillor Connie Nolan, Cabinet Member for Community Safety, Engagement & Inclusion introduced the report on behalf of Councillor Pip Hazelton, Cabinet Member for Housing and Planning that provided a summary of performance for the Housing (tenancy and facilities management) services for the 2025-26 period. The report also included information on the Housing Ombudsman Complaints Handling Code Self-Assessment and Improvement Plan.    Cabinet were asked to note the contents of the 2025-26 Housing Performance KPI update; performance will be reported to the Resident Engagement Panel.    There were two options within the report for Cabinet to consider:  Option 1 – Approve the Housing Ombudsman Complaints Handling Code Self-Assessment and Improvement Report.  Option 2 – Make recommendations for changes to the Housing Ombudsman Complaints Handling Code Self-Assessment and Improvement Report    The Cabinet discussed the report, and the following points were made:    An update on housing service performance and progress against commitments agreed with the Regulator of Social Housing was provided.   Scorecards and the Service Improvement Plan supported the embedding of service improvements, tackling root causes, meeting consumer standards and governance reforms.  Work was ongoing to address areas not yet fully compliant.  Measures relating to property acquisitions continued to support the protection of the Council’s social housing stock and it was acknowledged that properties continue to be sold under the Right to Buy.  Members noted significant progress in stock condition surveying, with most of the housing stock now assessed to inform future investment planning.  Officers advised that a review of the Housing Revenue Account (HRA) Business Plan is in progress, which would incorporate updated stock condition data and support the development of a longer-term asset management capital investment plan for the next 5-10 years.  Feedback from resident engagement activities had been incorporated into service improvements, and performance data would be made publicly available to increase transparency on the council’s website.  Progress in reducing void property turnaround times was noted; this remained an area of focus for further improvement.  There were some concerns regarding contractor performance, and officers confirmed that improvement work was ongoing and contractors were responding positively.  Tenant engagement activity was reported to be strong, with positive feedback received and new approaches being introduced to increase participation, including enhanced community events over the summer and door-knocking initiatives to try and reach as many tenants as possible in the event areas.  Members noted that complaint volumes had increased, this reflected improved reporting and engagement by residents.  The analysis of complaint data was used to identify trends, improve communication, and to address recurring service issues at an earlier stage and ensure consistent delivery across all areas.  Further work was underway to improve complaint handling, including additional staff training, greater resilience within teams responding to complaints, enhanced quality assurance of responses, and a stronger focus on demonstrating empathy and learning from mistakes.    The report was NOTED.    It was then proposed, seconded and when put to a recorded vote RESOLVED:    To approve the Housing Ombudsman Complaints Handling Code Self-Assessment and Improvement Report.    Record of the voting:   For (4): Councillors Baldock, Chris Cornell, Dawkins, Nolan  Against (0)  Abstained (0)    Reason for decision: There is a requirement for the HRA housing service to submit an annual report to the Housing Ombudsman and the self-assessment and improvement report set out the current position with complaints.   

Date of Decision: June 30, 2026