Enfield Council's Cabinet has approved an updated Corporate Complaints Policy, which will shorten the investigation timeframe for Stage 2 complaints from 30 to 20 working days. The revised policy, which comes into effect from April 2026, aligns with the Local Government and Social Care Ombudsman's updated Complaints Handling Code and incorporates feedback from the Housing Ombudsman.
The aim of the updated policy is to ensure that complaints are handled consistently, fairly, and effectively, with a focus on organisational learning and service improvement. Key changes include the reduction of the investigation timeframe for Stage 2 complaints, a move that is already in place for Council Housing complaints.
Stage 2 complaints are for when a complainant is unhappy with the Stage 1 response and requests an escalation. These complaints are investigated and responded to by a different officer, often a senior manager with direct responsibility for the staff involved or the issue complained about. The Council will make reasonable efforts to understand why the resident remains dissatisfied.
In contrast, Stage 1 complaints are investigated and responded to by the service area in which the complaint originated. The Council will acknowledge the complaint within 5 working days of receipt and aim to provide a response within 10 working days of the complaint being acknowledged. If more time is needed, an explanation with a clear timeframe for the response will be provided, with any extension not exceeding 10 working days without good reason. If matters cannot be resolved within the maximum timescale of 20 working days, the complainant will be contacted to advise of the delay and when a response can be expected.
The policy update was influenced by feedback from the Housing Ombudsman on how to further improve its Corporate Complaints Policy to ensure it reflects their Complaints Handling Code. The Local Government and Social Care Ombudsman have also updated their Complaints Handling Code, which will be enforced from April 2026.
The council is also procuring a new system to improve its complaints case management, which is expected to be implemented in April 2026. This new system is anticipated to enhance customer experience through effective triaging, case tracking, and the utilisation of Artificial Intelligence. This initiative aligns with the Council Plan priority to deliver accessible and responsive services and will support the achievement of corporate complaints performance targets.
While there is a potential risk that service performance could be impacted by the reduction in the timescale for investigating Corporate Stage 2 complaints, the document notes that the 20-day timescale is already in force for Council Housing Complaints. The new system's implementation is expected to mitigate these risks.
The updated Corporate Complaints Policy reinforces the Council's commitment to equality, diversity, and inclusion by ensuring that all residents can access the complaints process and receive support where required. The Council will provide assistance to individuals who have difficulty accessing or using the complaint form and will offer alternative means of making a complaint when necessary, such as at community hubs or via phone.
Annual reporting to Scrutiny, the Ombudsman, and publication on the Council's website will ensure oversight of complaint themes, compliance with standards, and improvements made as a result of resident feedback. This comprehensive approach aims to foster continuous improvement in service delivery.
Public reports pack 11th-Mar-2026 19.00 Cabinet.pdf Draft Corporate Complaints Policy.pdf
