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This report provides information on the council’s handling of complaints related to the provision of landlord services to council tenants and leaseholders.

The report complies with the requirements within theHousing Ombudsman’s Complaint Handling Code that landlords must produce an Annual Complaints Performance and Service Improvement report for scrutiny and challenge.

It must be published on the section of the council’s webpages relating to complaints. Cabinets response to the report must be published alongside this.

In line with the Complaint Handling Code, this report sets out:

·        The annual self-assessment against the code

·        A qualitive and quantitative analysis of complaint handling performance

·        Any findings of non-compliance with the code by the Housing Ombudsman

·        Service improvements made as a result of the learning from complaints

·        Any annual report about performance from the Housing Ombudsman

·        Any other relevant publications or reports produced by the Housing Ombudsman in relation to the work of the council in dealing with complaints.