Guide Complaints procedure

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17. Reporting and learning from complaints

We are committed to learning from complaints and using complaints information to drive efficiencies and service improvements.

We will keep records on each complaint received including:

  • Type of complaint
  • Complaint outcome and lessons learned
  • Timescales agreed
  • Whether timescales were met

We will produce an annual complaints performance and service improvement report for Executive Leadership Team, Housing Review Board (Housing complaints only) and Cabinet which will include:

  • Our annual self-assessment against the Ombudsmen’s complaint handling codes
  • An analysis of our complaint handling performance
  • Any findings by the Ombudsmen
  • Service improvements identified as a result of the learning from complaints