Housing 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 2025/26

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 2025/26

Fewer complaints received: A total of 734 complaints were received this year; a reduction of over 5% when compared to 2024/25.

Faster responses: Complaint handling performance continued to improve, with 98% of Stage One and 94% of Stage Two complaints responded to within the Housing Ombudsman's timescales.

Continued Repairs focus: Repairs remain the largest source of complaints and we continue to invest in repairs improvements to tackle the root causes of complaints.

Learning and improvement at the heart of our approach: More than three-quarters of Stage One complaints were upheld or partially upheld, demonstrating our commitment to listening to residents, acknowledging where services can improve and taking action to make lasting changes.

Governing Body Response:

The council welcomes this report and the progress made during 2025/26 to strengthen complaint handling, governance and service improvement. Improved performance, enhanced Member oversight and a continued focus on learning from complaints demonstrate our commitment to openness, accountability and delivering better outcomes for residents.

We recognise that further improvements are needed, particularly in relation to customer satisfaction, communication and repairs. The council remains committed to using resident feedback, and Ombudsman learning to drive continuous improvement across housing services.