Issue - meetings

This report sets out complaints performance in Brent Council for the period 1 April 2022 to 31 March 2023 and focuses on the nature of complaints and the learning they provide to inform Brent’s future approach to service improvement.

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 and Damp and Mould Spotlight Report.

(3)    To approve the report progressing to the relevant Scrutiny Committees for considseration.

Eligible for call-in: Yes

Deadline for submission of call-in: 6pm on Monday 23 October 23

Councillor Tatler (as Deputy Leader and Cabinet Member for Finance, Resources and Reform) introduced a report which set out complaints performance in Brent Council for the period 1 April 2022 to 31 March 2023. The report focused on the nature of complaints and the learning they could provide to inform Brent Council’s future approach to service improvement as well as including details on complaints performance relating to Adult Social Care and Children’s Social Care, which it was noted were governed by separate statutory complaint procedures.  Members noted the report also contained the Council’s self-assessment against the Housing Ombudsman’s Complaint Handling Code and Damp and Mould Spotlight Report, as detailed in Appendices C and D.

In considering the report Cabinet noted the key headlines relating to complaints performance in 2022-23 along with the outline of the root causes identified and service improvements which had been implemented as a result of the nature of complaints received.

In recognising that the majority of complaints received during 2022 – 23 had related to the housing service, Cabinet were advised this was felt to have reflected the increased challenges being experienced across the housing sector along with an increased awareness of tenants rights, the Housing Ombudsman and the focus on damp and mould as an issue following the publication of the Damp and Mould Spotlight Report and the tragic death of Awaab Ishak.  In welcoming the increased level of awareness highlighted, member were also keen to ensure that the use of complaints continued to feed into the development of key corporate strategies, such as the Equality Strategy with the data provided used to assist in focussing support on those most in need in line with the Public Sector Equalities Duty.

In thanking officers for their efforts in monitoring and managing complaints performance, members felt the issues and areas highlighted as key concerns reflected the nature of current challenges being experienced by many local residents requiring support and also the Council in being able to manage the increased level of demand for key services.  As such the report was welcomed as a means of continuing to focus on the nature of complaints received and approach towards service improvement for residents.

Having considered the report Cabinet RESOLVED:

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

(2)    To note and endorse Brent’s self-assessment against the Housing Ombudsman Complaint Handling Code and Damp and Mould Spotlight Report.

(3)    To approve the report progressing to the relevant Scrutiny Committees for consideration