Decision details

11.1

The Executive Director Neighbourhood Services submitted a report setting out new, more closely aligned Complaint Handling Codes developed by the Housing Ombudsman (HO) and the Local Government and Social Care Ombudsman (LGSCO), providing best practice for the handling and management of all types of complaints.

The report outlines the features and implementation of the Codes, and the changes which they introduce. It also presents for approval revised Complaint Policy & Procedures which have been aligned to the new Ombudsman Complaint Handling Codes.

11.2

RESOLVED UNANIMOUSLY: (a) That Strategy and Resources Policy Committee:-

(i) approves the revised Sheffield City Council Complaint Handling Policy (April 2024) attached to this report at Appendix 1 for adoption with immediate effect to align to implementation of the Housing Ombudsman Complaint Handling Code;

(ii) approves the revised Sheffield City Council Complaint Handling Policy (September 2024) attached to this report at Appendix 1a for adoption with effect from 1st   September 2024 to align to implementation of the Local Government and Social Care Ombudsman’s Complaint Handling Code; and

(iii) approves corresponding changes to the Council’s Corporate Complaints Procedure attached to this report at Appendix 2.

(b) That Strategy and Resources Policy Committee recommends to Full Council that:-

(i) the role of the Deputy Leader of Council should include being the Lead Member for Customer Experience (including complaints) to promote a positive complaint handling culture;

(ii) the lead Member responsibility for complaints be reserved to Strategy and Resources Policy Committee, with specific responsibilities as described in Section 1.9 of this report; and

(iii) appropriate amendments are made to the Council’s Constitution.

11.3

Reasons for Decision

11.3.1

Statutory compliance required for Housing & Repairs Services from 1 April 2024. Principles to be adopted across whole Council from 1 September 2024 to provide consistent standards across all complaints and demonstrate our commitment to improving complaint performance.

11.3.2

Improved governance and monitoring to ensure performance targets are improved.

11.3.3

Improved performance reporting/monitoring - both internally and externally, including an annual self-assessment (HO), and reporting and analysis of service improvements/learnings to the Strategy & Resources Committee.

11.3.4

Emphasis on the prioritisation of complaints and to engender a culture of listening and learning from complaints.

11.3.5

Revised and comprehensive Complaints Policy & Procedures are needed to align to the new Ombudsman Complaint Handling Codes. Council Policy was last updated in 2014.

11.4

Alternatives Considered and Rejected

11.4.1

The Council could choose not to update its own Complaint Handling Policy and Corporate Complaints Procedure or to implement the HO Complaint Handling Code but to do so would risk findings of non-compliance by the HO and regulatory failure by the Regulator of Social Housing.