9. Roles and Responsibilities
Cabinet |
Consider annual performance monitoring report and learning identified from upheld complaints
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Scrutiny |
Receive a copy of annual performance monitoring report and learning identified from upheld complaints |
Executive Leadership Team ELT |
Twice yearly updates on complaint performance including complaint numbers, outcomes and learning
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Ombudsman Link Officer |
The Information Governance Manager acts as the link between the authority and the Local Government and Social Care Ombudsman and the Housing Ombudsman
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Information and Complaints Team |
Team assigned with responsibility for complaint handling, including ombudsman link role |
Employees |
All employees should be aware of the complaints procedure and how to recognise a complaint and deal with it appropriately |
Housing Complaints only |
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Housing Review Board HRB |
Receive copy of annual performance monitoring report, specific to Housing complaints, and learning identified from upheld complaints
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Member responsible for complaints MRC |
The Portfolio Holder for Housing will act as the Member responsible for complaints to champion a positive complaint handling culture
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Housing performance lead |
Works closely with service managers to track and monitor compliance with complaint outcomes |