Decision details

Customer Feedback Policy 2021

Decision status: Recommendations Approved (subject to call-in)

Is Key decision?: No

Is subject to call in?: No


Purpose of the report


To seek approval of a new Customer Feedback Policy to align to the Housing Feedback Policy, which was approved by Cabinet in July 2021.




Cabinet approved the new Customer Feedback Policy and Customer Feedback Appendix 1- Vexatious complaints.


Options considered and rejected


To continue with the existing 3 stage Customer Feedback Policy, formed in 2013.


Reason for decision


Ensured that all officers would follow the same processes and timelines, aligning with the Council’s Housing Feedback Policy. It provided an open and transparent way for members of the public to make a compliment, complaint or put forward feedback. 

Publication date: 16/11/2021

Date of decision: 09/11/2021

Decided at meeting: 09/11/2021 - Cabinet

Accompanying Documents: