Cabinet and Counci Decision Report - Self-Assessment August 2026 with members comments
1.1 The proposal in this report is to ensure that we achieve best practice in complaint handling and ultimately provide a better service to tenants.
1.2 The reasons for the proposal and the need for Members to provide comments is to demonstrate to the Housing Ombudsman that we are operating our complaints handling in line with their Code.
That, as the Governing Body, Cabinet approve the Housing Complaints Policy at Appendix 2 to the submitted report.
That Cabinet note the Self-Assessment Report 2026 as set out at Appendix 1 to the submitted report.
To ensure that Torbay Council achieves best practice in complaint handling and provides a better service to tenants through the approval of the Housing Complaints Policy. This enables Torbay Council to demonstrate to the Housing Ombudsman that the handling of complaints is in line with the relevant code.
From 1 April 2024, the Housing Ombudsman Complaint Handling Code became statutory. Landlords are obliged by law to follow its requirements. There is a legal duty on the Ombudsman to monitor compliance with the Code.
This report seeks approval and comments from Cabinet Members regarding complaint handling for the Council’s social housing stock in line with the Housing Ombudsman Complaint Handling Code.
Not applicable.
Not applicable.
Not applicable.
The Council has a public sector duty under the Equality Act 2010 to have due regard to advancing equality of opportunity between people who share a relevant protected characteristic and people who do not share it. The Act also seeks to eliminate discrimination, harassment and victimisation.
The following sections set out the data and insight, equality considerations, mitigation activities and responsibilities recorded in the original assessment.
Torbay Council should ensure that methods of submitting complaints remain accessible by enabling customers to report face to face, in writing or through the Council’s website. This is particularly relevant to capturing concerns or complaints from harder-to-reach demographic groups, which often include younger people who may be more likely to use a device than pen and paper.
Torbay Council should clearly advise that complaints can be made by email, in person, in writing and by telephone to meet the needs of older people or people who are less able to use technology.
Some complainants may be older people or people with limited ability because of health issues, such as dementia.
Torbay Council should ensure that appropriate support is in place, that referral mechanisms to relevant agencies are available, and that support is provided proactively where health issues or limited capability are already known.
There is no differential impact anticipated.
Not applicable.
There is no differential impact anticipated.
Not applicable.
Some customers with learning difficulties, hearing or sight impairments, or mental health issues may not understand how policies and procedures work. Torbay Council must ensure that support is offered in all aspects of tenancy support and when raising a formal complaint.
Torbay Council will work with support workers or appointed people on behalf of the complainant where applicable. This supports access to the service and enables other reasonable adjustments, such as letters in alternative formats or specified methods of contact.
Regularly monitor customers’ contact preferences and update the case management system.
Ensure that support workers or appointed people remain relevant and their details are kept up to date.
Ensure Torbay Council staff are up to date with relevant mental health training.
There is no differential impact anticipated.
Not applicable.
There is no differential impact anticipated.
Not applicable.
There is no differential impact anticipated.
Not applicable.
Although little or no impact is expected, as Torbay Council would be aware of language barriers when a tenancy is offered, people should be advised that an interpreter can be arranged in advance.
Ensure that language barriers which could affect communication are recorded on case management software when a tenancy begins.
Review complaints from people who are not housing customers on a case-by-case basis.
Ensure that communication support is in place before the landlord and tenant relationship is formally established and that the support continues.
Ensure relevant departments, including Revenues, are aware of language barriers affecting invoicing or revenue collection.
There is no differential impact anticipated.
Not applicable.
There is no differential impact anticipated.
Not applicable.
There is no differential impact anticipated.
Not applicable.
There is no differential impact anticipated.
Not applicable.
Socio-economic impacts, including child poverty and deprivation
Torbay is ranked as the 39th most deprived upper-tier local authority in England in the Index of Multiple Deprivation 2025.
There is no differential impact anticipated.
Not applicable.
For the five-year period 2020 to 2024, data shows a six-year life expectancy gap between males living in Torbay’s least and most deprived areas and a three-year gap for females.
There is no differential impact anticipated.
Not applicable.
No data included in the original report.
There is no differential impact anticipated.
Not applicable.
No data included in the original report.
There is no differential impact anticipated.
Not applicable.
None.
None.
Cabinet is responsible for ensuring that this policy is kept up to date, implemented within the organisation, and monitored and evaluated.
The policy will be reviewed every three years, or when circumstances or working practices change, or new legislation is introduced.
Guidance on annual submissions | Housing Ombudsman Service
The submitted report presented the Council’s Housing Ombudsman Self-Assessment for 2026 and sought approval of a Housing Complaints Policy to strengthen governance arrangements and ensure that complaint handling processes remained consistent, transparent and accessible to tenants.
At the meeting, Councillor Tyerman proposed and Councillor Cowell seconded a motion that was agreed unanimously by Cabinet, as set out above.