Issue details
Annual Complaints Performance & Service Improvement Report Approval
As a social housing landlord, the Council is directly accountable for complaint handling performance and compliance with the Housing Ombudsman’s statutory Complaint Handling Code. The Code requires landlords to embed a positive complaints culture, complete annual self-assessments, and publish compliance reports. Governance rests with elected members and senior leadership to ensure openness, accountability, and continuous improvement. The Combined Executive Member Decision Session is receiving the Annual Complaints Performance & Service Improvement Report (April 2024–March 2025) to support compliance with the code, transparency, and best practice.
Note: This non-key item has been added with less than 28 clear days’ notice due to the fact the request was submitted by the regulator within this period.
Decision type: Non-key
Decision status: For Determination
Wards affected: (All Wards);
Notice of proposed decision first published: 20/11/2025
Decision due: 02/12/25 by Decision Session - Combined Executive Member Decision Session
Lead member: Executive Member for Housing, Planning and Safer Communities
Lead director: Director of Housing and Communities
Department: Directorate of Housing and Communities
Contact: Pauline Stuchfield, Director of Housing and Community Services Email: pauline.stuchfield@york.gov.uk Email: pauline.stuchfield@york.gov.uk.
Equality Impact Assessment Completed?: N/A