Agenda item

This report presents the annual update on complaints performance at 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.

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

In Councillor Mili Patel’s absence (as Deputy Leader and Cabinet Member for Finance & Resources), Councillor Muhammed Butt (as Leader of the Council) introduced a report from the Corporate Director Finance & Resources detailing the Council’s complaints performance for the period 1 April 2024 to 31 March 2025. 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, as detailed in Appendices A & B of the report, which it was noted were governed by separate statutory complaint procedures.  Members noted the report also contained (as Appendix C) a comparison of the Council’s performance with other London boroughs provided by the Local Government and Social Care Ombudsman alongside the Council’s Housing Management Service Annual Complaints Performance and Service Improvement Report for 2024-2025 (Appendix D) which was now a requirement of the Housing Ombudsman’s Complaint Handling Code.

Cabinet noted the key headlines relating to complaints performance in 2024-25 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 welcoming the focus on the effective management of performance in relation to complaints, members were also keen to ensure that the outcomes continued to inform development of key corporate strategies and Council priorities, recognising their value as important learning points.

In thanking officers for their efforts in monitoring and managing complaints performance (including increased monitoring of compensation cases in order to reduce unnecessary escalations and an improvement in the timeliness of complaint responses), 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, especially in relation to housing.  As such the report was welcomed as a means of continuing to focus on the approach towards service improvement for residents.

Whilst acknowledging the prevalence of complaints focussed on housing related issues and increase in level of compensation associated with complaints involving the housing needs service, members felt it important to recognise the impact of the ongoing housing crisis as an underlying reason involving the unavoidable length of stay being experienced by some families in unsuitable accommodation.  Although not primarily indicative of a failing on the part of the Council and reflecting pressures created as a result of a London-wide shortage of suitable and affordable accommodation, an assurance was provided of the work being undertaken with the Housing Needs Service to identify cases where more careful monitoring of actions identified at the first stage of the complaints procedure was needed to ensure that they were promptly implemented, in an effort to prevent, where possible, unnecessary escalation.  This had been supported more widely by a range of service improvements across the Housing Management Service (including the introduction of updated procedures, training and a new case management tool alongside established of a Housing Improvement Advisory Board) designed to address feedback and issues identified through the complaints process with officers thanked for their efforts in seeking to embed and drive the improvements identified.

Having considered the report and work being undertaken jointly by Cabinet Members with their relevant Corporate Directors to continue challenging performance it was 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.