Complaint handling

We raise awareness of how to complain or make a compliment through:

• the Great Yarmouth Borough Council website
• the Tenancy Services Team advice via the phone or in person
• the newsletter for tenants (News and Views)
• written correspondence with tenants, leaseholders and residents
• messages shared on the Resident Engagement Facebook page

We produce a Annual Complaint and Service Improvement Report that provides an overview of the Council's complaints performance.

The Council's Member Responsible for Complaints response to the Annual Complaint and Service Improvement Report and Self-Assessment:

As Great Yarmouth Borough Council's Member Responsible for Complaints (MRC) and Portfolio Holder for Operational Property and Asset Management, I confirm that I have reviewed the Council's self-assessment against the Housing Ombudsman's 2024 Complaint Handling Code and I am satisfied with the robustness of the self-assessment and that there is a timely and achievable plan to address those few areas where the Council is currently non-compliant with the code to ensure the Council becomes fully compliant.

The Annual Complaint Performance and Service Improvement Report provides a comprehensive and informative analysis of complaints received in 2023/4 and demonstrates how complaints are being used to support service improvement.  The approach to complaints is to be proactive and where there has been poor service to make things right.

Both documents were considered by the Council's Cabinet on 17 July 2024 providing their endorsement of the documents.