Complaint handling code self-assessment

Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: 

• the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. 
• a qualitative and quantitative analysis of the landlord's complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept; 
• any findings of non-compliance with this Code by the Ombudsman; 
• the service improvements made as a result of the learning from complaints; 
• any annual report about the landlord's performance from the Ombudsman; and 
• any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord. 

See page 8 of the complaints policy: Section 'Accountability, Learning and Improvement'

The Annual Complaints Performance and Service Improvement Report has been produced. This Self Assessment is a separate document. A link to the Self-Assessment is provided in the report.

The report meets the requirements of 8.1 

is published here - Annual Complaint and Service Improvement Report 2034-24

Annual Report article and MRC response: https://www.great-yarmouth.gov.uk/article/8931/How-we-tell-residents-about-what-we-have-learned-from-complaints

Annual Complaints Report for 2023-24 link: https://www.great-yarmouth.gov.uk/article/12455/Annual-Complaints-Report-Summary

The Annual Complaints Performance and Service Improvement Report for 2023/4 was reported to Cabinet on 17 July 2024. The Cabinets response was published through the Council's Member Responsible for Complaints (MRC).

Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.