Decision

The Cabinet has decided to approve the Annual Complaints Report for the period of 1 April 2025 to 31 March 2026.

Analysis

outcome: The Cabinet agreed to approve the Annual Complaints Report and its publication on the Authority's website.

summary: The decision at stake is the approval of the Annual Complaints Report for the period of 1 April 2025 to 31 March 2026.

topline: The Cabinet has decided to approve the Annual Complaints Report for the period of 1 April 2025 to 31 March 2026.

reason_contentious: This issue is not particularly contentious as it focuses on improving complaint handling and maintaining trust with residents.

affected_stakeholders: ["Residents", "Local Government and Social Care Ombudsman", "Housing Ombudsman"]

contentiousness_score: 2

political_party_relevance: There are no mentions or implications of political parties or political influence on the decision.

URL: https://democracy.northtyneside.gov.uk/ieDecisionDetails.aspx?ID=568

Decision Maker: Cabinet

Outcome:

Is Key Decision?: No

Is Callable In?: Yes

Purpose: To receive the Authority’s Annual Complaints Report and analysis of themes and trends from customer complaints, and the LGSCO’s annual performance report

Content: Cabinet received the Annual Complaints Report 1 April 2025 – 31 March 2026 which provides an overview of the complaints received by the Authority during this period.    Cabinet noted that listening to residents and learning from their experiences is essential for the Authority to deliver high-quality services and maintain the trust of those it serves.  Cabinet noted that the number of complaints the Authority receives each year continues to be a very small proportion of the total number of transactions and services delivered.  Cabinet were advised that the Authority is committed to make sure that every complaint is handled, fairly, consistently and in-line with the principles of good complaint handling promoted by the Local Government and Social Care Ombudsman and Housing Ombudsman   Cabinet RESOLVED   To agree the Annual Complaints Report 1 April 2025 to 31 March 2026 appended to the report and it’s publication on the Authority’s website.   Reason for the Decision:   The reason for the decision is that by presenting the report and the Annual Complaints Report 1 April 2025 – 31 March 2026 to Cabinet as the Authority’s ‘Governing Body’, the Authority is complying with the Housing Ombudsman’s Complaint Handling Code and the Local Government and Social Care Ombudsman’s Complaint Handling Code.  

Date of Decision: July 27, 2026