Decision details

Cabinet received a report of the Director of People and Organisation seeking approval of a revised Corporate Complaints Policy and introducing a new unacceptable actions by customers policy.

It was reported that the new approach aimed to provide faster, more comprehensive and definitive responses to complaints, reducing unnecessary stages to complaints handling. It was noted that the proposals had been pre-scrutinised by the Hampshire 2050, Corporate Services and Resources Select Committee and the Chairman of the Select Committee confirmed the Committee were supportive of the proposals. Cabinet Members inquired about the benefits of removing the third stage of the complaints process. The Director explained that a trial of the new process in 2024 resulted in better outcomes for both the council and customers, with fewer interventions from the local government and social care ombudsman.

The recommendations in the report were considered and agreed. A decision record is attached to these minutes.