Issue - meetings
Corporate Complaints Policy Review
Meeting: 11/02/2025 - Cabinet (Item 23)
23 Corporate Complaints Policy Review 
PDF 196 KB
Recommendations of the Communities and Environment Scrutiny Select Committee of 5 February 2025 are to follow and will be circulated in advance of the meeting of Cabinet.
Additional documents:
- Report of Director of Central Services and Cabinet Member, item 23
PDF 313 KB
- Annex 1 - Complaints Handling Code, item 23
PDF 1 MB
- Annex 2 - Existing TMBC Complaints Policy, item 23
PDF 426 KB
- Annex 3 - TMBC Complaints Policy 2025, item 23
PDF 531 KB
- Recommendations of Communities and Environment SSC of 5 February 2025, item 23
PDF 6 KB
Decision:
Consideration was given to recommendation CE 25/7 of the Communities and Environment Scrutiny Select Committee of 5 February 2025.
RESOLVED: That
(1) the new Corporate Complaints Policy (attached at Annex 3), be adopted; and
(2) the new Corporate Complaints Policy be implemented from June 2025.
Minutes:
(Decision Notice D250013CAB)
Consideration was given to recommendation CE 25/7 of the Communities and Environment Scrutiny Select Committee of 5 February 2025.
RESOLVED: That
(1) the new Corporate Complaints Policy (attached at Annex 3), be adopted; and
(2) the new Corporate Complaints Policy be implemented from June 2025.
Meeting: 05/02/2025 - Communities and Environment Scrutiny Select Committee (Item 7)
7 Corporate Complaints Policy Review PDF 313 KB
To propose the adoption of the new Corporate Complaints Policy which has been brought into line with the changes to the recommended handling complaints by the Local Government & Social Care Ombudsman (LGSCO).
Additional documents:
- Annex 1 - Complaints Handling Code, item 7
PDF 1 MB
- Annex 2 - Existing TMBC Complaints Policy, item 7
PDF 426 KB
- Annex 3 - TMBC Complaints Policy 2025, item 7
PDF 531 KB
Minutes:
The report proposed the adoption of a new Corporate Complaints Policy which had been updated to reflect changes to the recommended handling of complaints by the Local Government and Social Care Ombudsman.
Adopting a new Policy would ensure that the Borough Council was able to respond efficiently to the needs of local residents, enable complaints to be resolved promptly and to identify and drive service improvements. If the Policy was adopted training for staff on the new processes would be delivered during April and May 2025.
*RECOMMENDED: That
(1) the new Corporate Complaints Policy (attached at Annex 3) be adopted; and
(2) the new Corporate Complaints Policy be implemented from June 2025.
*Recommended to Cabinet