Corporate Complaints Policy - January 2026
Performance reporting and self-assessment
We will produce an annual complaints performance and service improvement report for scrutiny and challenge, which will include:
- an annual self-assessment against the Ombudsman's complaint handling code
- a qualitative and quantitative analysis of our complaint handling performance, including a summary of the types of complaints we have refused to accept
- any findings of non-compliance with the complaint handling code
- service improvements made as a result of the learning from complaints
- the annual letter about our performance from the Ombudsman
- any other relevant reports or publications produced by the Ombudsman in relation to the work of the council
The annual complaints performance and service improvement report will be reported through our governance arrangements and published on the section of our website relating to complaints. The response to the report from the relevant governance arrangement will be published alongside this.
We will also carry out a self-assessment following a significant restructure, merger or change in procedures.
