Corporate complaints and compliments policy
Section 12 - Monitoring and review
96. Reporting arrangements will be in accordance with the Local Government and Social Care Ombudsman's Complaint Handling Code or the Housing Ombudsman's Complaint Handling Code.
97. The council will report back on wider learning and improvements from complaints to residents, managers, and employees. Feedback shall be regularly provided to relevant scrutiny panels, committees, and boards.
98. Learning and improvement from complaints will be included in the Resident's Annual Report.
99. The council will carry out an annual self-assessment against both the Local Government and Social Care Ombudsman Complaint Handling Code, and the Housing Ombudsman Complaint Handling Code to ensure its complaint handling policy and procedure remains in line with its requirements. The council will also carry out a self-assessment following a significant restructure, merger and/or change in procedures.
100. This policy will be reviewed every two years.