To ensure that it can monitor the satisfaction individuals have with the resale record program and that it has a uniform approach for resolving complaints, Pasadena should develop a formal process for tracking the complaints it receives. In addition, Pasadena should develop a formal policy that describes how staff should evaluate complaints, and it should document its activities associated with resolving complaints, such as the resolution and the rationale for the resolution. The city should also establish a designated location in its database to record this information.
The City of Pasadena is evaluating the viability of the Occupancy Inspection Program.
The City of Pasadena is evaluating the viability of the Occupancy Inspection Program with the FY2018 budget.
The City is re-evaluating administrative changes to the Occupancy Inspection program. The Director of the Planning and Community Development Department did not issue a memorandum mentioned in the 60-day report.
The Interim Director of the Planning and Community Development Department will issue a memorandum notifying staff of items regarded as complaints, identifying where in the city's land management system to enter complaint information, and identifying a higher level position to refer complaints that cannot be resolved. Training with staff will be held to review this administrative change to the City's Residential Occupancy Inspection Program.
Agency responses received are posted verbatim.