20. Each local authority must keep a record of—
(a)each complaint it receives;
(b)the outcome of each complaint;
(c)whether the local authority has complied with the time limits specified in regulations 16 to 19;
with the intention of monitoring its compliance with these Regulations.
21.—(1) Each local authority must prepare an annual report, which must include details of the records kept in accordance with regulation 20, on its performance in the handling and investigation of complaints for the purposes of—
(a)monitoring compliance with these Regulations; and
(b)improving the handling and consideration of complaints.
(2) The first report referred to in paragraph (1) must be compiled within 12 months of the date of the coming into force of these Regulations.