The purpose of
this report is to outline the new requirements of the new complaint
handling code of conduct that is being introduced by the Local
Government and Social Care Ombudsman (LGSCO) and the Housing
Ombudsman Service (HOS) from the 1st April 2024.
The report also highlights the changes to working practices that
will need to be introduced across the organisation to ensure
compliance of the code, including new, shorter complaint handling
timescales and the requirement to undertake annual self-assessments
of our compliance with the code. We must be compliant with the HSO
code by the 1st April 2024, and compliant with the LGSCO by the
time they start reviewing compliance as part of their casework in
2026/27.
25 minutes required for item.
Decision type: Non-key
Decision status: Recommendations Approved
Wards affected: (All Wards);
Explanation of anticipated restriction:
!NotSet!
Decision due: 16 May 2024 by Cabinet
Lead member: Cllr Nathan England - Cabinet Member: Finance, Customer Services & Governance
Lead director: Felicity Mercer - Director: Communities, Customer & Commercial Services
Department: Communities, Customer & Commercial Services
Contact: Lee Higgins, Customer Relationships & Welfare Services Service Delivery Manager Email: lee.higgins@telford.gov.uk, Rebecca Zacharek, Customer Relationship and Quality Assurance Team Leader Email: rebecca.zacharek@telford.gov.uk.
Is Consultation Required?: No
Time Required: 25 minutes