*RESOLVED –
1. That the revised two stage complaints procedure, as set out in Appendix 1 of the officer’s report be approved for implementation.
2. That the co-ordination and oversight of corporate complaints be integrated into the Customer Services function and that Customer Services Advisers take on responsibility for the ‘complaint officer’ role as set out in the revised complaints procedure.
REASONS FOR DECISION
The changes in process will enable the Council to modernise and improve its complaints management system, streamline the data that is generated relating to complaints and comply with the legislative obligations placed on the Council by the Local Government and Social Care Ombudsman and the Housing Ombudsman.