Report attached.

Report Title: Complaint Policy 

Presented by: Councillor Ray Morgan, Leader of Havering Council

Summary:

The changes to the Policy have been updated, to ensure compliance with the Ombudsman codes for handling complaints.

The HO code self-assessment is due by the 30^th September 2025 and the new Policy must be published, to meet full compliance. The Policy changes must also be brought in, in preparation for the self-assessment against the LGSCO complaints handling code due to be in force in April 2026.  

The changes have also taken into account the LGSCO review around handling statutory children’s social care complaints handling.

Emphasis on using the online corporate form for formal complaints.

Concerns were raised about accessibility and communication of the complaints process.

Cabinet:

Noted the Policy changes and agreed that the August 2025 version will be published on the Council website no later than 30 September 2025.