URL: https://democracy.darlington.gov.uk/ieDecisionDetails.aspx?ID=2037

Decision Maker:

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: Yes

Purpose:

Content: The Cabinet Member with the Resources Portfolio introduced the report (previously circulating) of the Executive Director of Resources and Governance providing Cabinet with the 2024/25 Complaints, Compliments and Comments Annual Reports for Adult Social Care, Children’s Social Care, Corporate, Housing and Public Health (all also previously circulated).   The submitted report stated that in 2025/26 a total number of 780 complaints had been received, an increase from 747 in 2024/25, 226 compliments had been received, an increase from 219 in 2024/25; and 61 comments had been received, a increase from 45 in 2024/25.   RESOLVED - It is recommended that:   (a)    That Cabinet notes the content of and discusses the attached reports. (b)   That Cabinet endorses the further recommendations made in the Corporate, Children’s and Housing Complaints, Compliments and Comments Annual Reports.   REASON - The recommendations are supported by the following reasons: (a)    To make Cabinet aware of the number and nature of the complaints, compliments and comments received by the Council and the resulting organisational learning. (b)   To ensure the Council is: i.                    Complying with the Children Act 1989 Representation Procedure (England) Regulations 2006; ii.                   Complying with the Housing Ombudsman’s Complaint Handling Code; iii.                 Complying with the pre-inspection advice provided in anticipation of an inspection by the Regulator of Social Housing; iv.                 Complying with the Local Government and Social Care Ombudsman’s Complaint Handling Code; v.                   Complying with the Council’s Complaints, Compliments and Comments Procedures; and vi.                 To improve satisfaction with complaints handling.  

Date of Decision: September 8, 2026