Issue - meetings

Recommendation:

That the Executive approves the Housing Complaints Policy

Considered – A report of the Assistant Chief Executive – Local Engagement seeking approval of the Housing Complaints Policy for North Yorkshire Council.

Councillor David Chance, Executive Member for Corporate Services introduced the policy, noting that the policy was closely aligned to the Housing Ombudsman’s Complaint Handling Code.

The housing complaints policy differs in two areas from the corporate North Yorkshire Council complaints policy, with the timescale for resolving a stage one complaint set at ten working days (with an option to extend up to 20 working days), rather than fifteen working days in the corporate policy. The second difference is that housing complaints must start at stage one, whereas under the corporate policy there is an option to immediately escalate straight to stage two where appropriate.

It was noted that complaint investigations can be stopped after stage one, if a final decision has been reached or where further investigation would not achieve any more for the complainant. Case timescales can be suspended where appropriate, for example when awaiting information from other external sources.

Resolved – That the Executive approves the Housing Complaints Policy.