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Decision details

Complaints Annual Report 2024 - 2025

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes

Purpose:

To present the annual report regarding complaints performance in Brent Council for the period 1 April 2024 to 31 March 2025 including a focus on the nature of complaints and the learning they provide to inform Brent’s future approach to service improvement

Decision:

Cabinet RESOLVED:

 

(1)       To note Brent’s performance in managing and resolving complaints.

 

(2)       To note and endorse Brent’s self-assessment against the Housing Ombudsman’s Complaint handling Code as detailed within Appendix D of the report.

 

(3)       To approve the report being referred, as required, to the relevant Scrutiny Committee.

 

Eligible for call-in: Yes

 

Deadline for submission of call-in: 6pm on Monday 15 September 2025

Wards Affected: (All Wards);

Contact: Amira Nassr, Deputy Director Democratic and Corporate Governance Email: amira.nassr@brent.gov.uk.

Report author: Amira Nassr

Publication date: 09/09/2025

Date of decision: 08/09/2025

Decided at meeting: 08/09/2025 - Cabinet

Effective from: 16/09/2025

Accompanying Documents:

 

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