Newham Council is set to review its performance in handling complaints, with a particular focus on improvement actions for the 2025-26 fiscal year. The Audit and Governance Committee discussed the Annual Complaints Report 2024-25 at its meeting on Wednesday, 5 November 2025.
The committee was scheduled to note the council's performance in handling complaints during the 2024-25 fiscal year. The Annual Complaints Report 2024-25 included appendices for a letter from the Local Government and Social Care Ombudsman and a self-assessment.
Planned improvements for the 2025-26 fiscal year include delivering a new case management system to further improve performance. The Committee is asked to note the Council's performance in complaints handling during the fiscal year 2024-25, and the improvement actions that will be taken in 2025-26 to deliver the previously agreed new case management system to further improve performance.
The committee, including Councillor Carleene Lee-Phakoe, Councillor Aktharul Alam, Councillor Melanie Onovo, Councillor Thelma Odoi, Councillor Anthony McAlmont, Councillor Anamul Islam, Councillor Terence Paul, and Councillor Areeq Chowdhury, reviewed the council's performance and planned improvements.
The agenda for the meeting included noting the council's performance in complaints handling and the planned implementation of a new case management system to improve performance.
The Audit and Governance Committee reviewed a number of reports at the meeting, including the Quarterly Internal Audit Update, Quarterly Update on Risk Management and Risk Register, and the Quarterly Counter Fraud Progress Report.
