Complaints and Compliments

We are dedicated to providing a high-quality housing service that meets the diverse needs of our tenants and leaseholders, and we know that our residents are best placed to tell us what we are doing well, and where we could do things better.

We take complaints seriously as they are an important way for us to understand residents’ experiences, put things right, and learn how to improve our services.

If you would like to make a complaint, please have your say using the button below. You will also find more information about our compliments and complaints process.

Housing Complaints Performance 2024/25

In line with the Housing Ombudsman’s Complaint Handling Code, we publish:

• Our Annual Complaint Handling and Service Improvement Report, which shows how we have handled complaints, the lessons we’ve learned, and the changes we’ve made.
• Our Self-Assessment against the Complaint Handling Code, which confirms how we meet all the Ombudsman’s requirements and where we are working to improve.

You can view these documents below:

Highlights from our Complaint Performance 2024/25

• Fewer Complaints: A total of 773 complaints were received this year; a reduction of 15% when compared to 2023/24.
• Improved timeliness: Significant improvement in meeting complaint response times, with the majority (93% from 76% in 2023/24) now resolved within the Code’s requirements.
• Repairs focus: Repairs remain the largest source of complaints, and learning from these cases has been used to inform delivery of the Repairs Improvement Plan and the appointment of new contractors.
• Governance Improvements: Stronger oversight structures are now in place, including a dedicated Executive Housing Working Group, ensuring resident concerns drive service improvements.

Governing Body Response:

‘The council welcomes this report as a transparent reflection of how we have managed complaints and acted on resident feedback over the past year. The council has found the Housing Ombudsman’s annual assessment process to be a constructive and valuable experience, providing clear opportunities to reflect on our services, celebrate progress, and identify where further improvements can be made. We are pleased to recognise significant improvements in the timeliness of complaint responses and reaffirm our determination to respond to all complaints within the timelines specified in the Complaint Handling Code going forward.

We will maintain close oversight of key areas including repair services and tenancy management, and ensuring that lessons from complaints directly inform service design and investment decisions. Looking ahead, we remain committed to strengthening our positive relationship with the Ombudsman, continuing to embed a culture where complaints are opportunities for learning and improvement, and enhance services that meet and exceed residents’ expectations.’