Decision
Analysis
outcome: Cabinet resolved to agree to the report and authorize its publication on the Authority's website.
summary: The decision involves agreeing to the Housing and Property Services Annual Complaints Performance and Service Improvement Report 2025-2026 and authorizing its publication on the Authority's website.
topline: The Cabinet has decided to agree to the Housing and Property Services Annual Complaints Performance and Service Improvement Report 2025-2026.
reason_contentious: This issue may be contentious as it involves monitoring compliance with the Housing Ombudsman's Complaint Handling Code, which could potentially lead to scrutiny and challenges from stakeholders.
affected_stakeholders: ["Authority", "Housing Ombudsman", "Director of Housing and Property Services"]
contentiousness_score: 5
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=569
Decision Maker: Cabinet
Outcome:
Is Key Decision?: No
Is Callable In?: Yes
Purpose: Agree the Housing and Property Annual Complaints Performance and Service Improvement Report 2024-2025 and its publication on the Authority's website.
Content: Cabinet received the Housing and Property Services Annual Complaint Performance and Service Improvement Report 2025-2026. Cabinet were advised that The Social Housing (Regulation) Act 2023 amended the Housing Act 1916 and empowered the Housing Ombudsman (HO) to issue a Complaint Handling Code (“the Code”) about procedures for handling housing complaints to members of the HO’s Scheme. As a social landlord, the Authority is by law a member of the HO Scheme, which enables tenants, including those in the social housing sector, to bring complaints against their landlord using the Scheme. Cabinet were advised that a further amendment to the Housing Act 1996 placed a duty on the HO to monitor landlord compliance with the code. Cabinet were advised that the monitoring includes a requirement for landlords, such as the Authority, to produce an Annual Complaints Performance and Service Improvement Report. This is to be produced alongside the HO Annual Self-Assessment against the Code. The Authority’s Self-Assessment is included as part of the Annual Complaints Performance and Service improvement report appended to the report. Cabinet were advised that the HO will monitor compliance in three ways to ensure that a landlord: · Has scrutinised and challenged the compliance with the Code, complaints handling performance and learning from complaints at its governing body and published the outcome on its website; · Complies with the Code in policy, and that any deviations are explained and reasonable; and · Complies with the Code in practice. Cabinet RESOLVED to (i) Agree the Housing and Property Services Annual Complaints Performance and Service Improvement Report 2025-2026 appended to the report and to its publication on the Authority’s website, and (ii) Authorise the Director of Housing and Property Services to submit the Housing Ombudsman’s Annual Self-Assessment including in the Housing and Property Services Annual Complaints Performance and Service Improvement Report 2025-2026 to the Housing Ombudsman. Reason for the decision: The statutory Housing Ombudsman Complaint Handling Code states that: ‘Landlords must produce an annual complaints and service improvement report for scrutiny and challenge. The report must be reported to the landlord’s governing body (or equivalent) and published on its website alongside the governing body’s repose to the report.’ The report must be produced and published by 30 September 2026.
Date of Decision: July 27, 2026