Complaints policy and procedure

Scope

This policy applies to all employees of the council and customers living within the borough, including tenants and leaseholders.

Effective Date:

June 2024

Review Date:

June 2027 (or sooner if there are changes to guidance and legislation)

Author:

Assistant Director (Customer Services and Transformation)

Policy Owned by:

Executive Member Executive Director (Finance and Transformation) Deputy Leader and Executive Member for Leisure and Community

Statute:

Not applicable

National Standards and Guidance:

Housing Ombudsman Complaint Handling Code, Guidance and Best Practice Local Government and Social Care Ombudsman Complaint Handling Code, Guidance and Best Practice

Related Policies:

Unreasonably Persistent and Abusive Behaviour Policy

Equality, Diversity and Inclusion Strategy

Vulnerable Person and Reasonable Adjustments Policy