Housing complaints

Here you can see how our housing landlord service has performed on handling complaints raised by Council tenants and leaseholders.

Number of complaints opened

We have two stages to our complaints process. Stage one is where you can first express dissatisfaction. If you remain dissatisfied after stage one, you can request a stage two review. If you remain dissatisfied after the stage two review, you can ask the Housing Ombudsman to investigate your complaint.

Reasons for complaints

Complaints can be about different areas of our landlord and leasehold services.  

Stage One and Stage Two complaint response timescales

We aim to provide a full response to stage one complaints within 10 working days of the acknowledgement of the complaint and 20 working days of the acknowledgement for stage two complaints.

Complaint outcomes

Once a complaint is investigated a decision is made on the outcome. You should be given the reasons for the decision. When we get things wrong, we apologise and put things right. 

How we have learned from complaints and made improvements to services

Improvements as a result of learning from complaints is an important part of a positive and effective complaint handling culture. 

Many of the complaints have been about the standard of service for repairs and maintenance. Where we got things wrong, we’ve arranged for works to be done and talked to our contractors to make them aware of the issues to make sure standards are improved. We’re also taking steps to make improvements to how we handle complaints. In January 2025 we introduced a new complaint handling management system. This enables better control of our complaints handling process, which includes, acknowledging complaints, assigning complaints for investigation and monitoring our compliance in line with the Housing Ombudsman timescales. Two new officers have been recruited to manage this process, to oversee and quality check how we deal / respond to your complaints.