How to make a complaint to the Housing Service

If we have got something wrong, we want to make it right and learn from our mistakes.

We define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

We aim to respond to Stage One complaints within 10 working days and Stage Two complaints within 20 working days of our acknowledgement of your complaint.

If you’d like to find out more about how we handle complaints and use our formal complaints procedure, please visit the Corporate Complaints page.

Member Responsible for Complaints

Our Member Responsible for Complaints ensures that complaint handling drives learning and service improvement for residents. The role champions a positive complaint handling culture and seeks assurances that complaints are being managed, change is happening and that residents are being heard through the process.

Member Responsible for Complaints: Councillor David J Mote

Housing Ombudsman

The Housing Ombudsman is set up by law to look at complaints about the housing organisations that are registered with them. They resolve disputes involving tenants and leaseholders of social landlords (housing associations and local authorities) and their voluntary members. They can investigate a complaint once it has exhausted the landlord's complaints process. They can also provide information and advice on making a complaint to a landlord. Their service is free, independent and impartial.

Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman deals with complaints relating to housing allocations, homelessness, general housing advice, housing benefit, housing improvement grants, anti-social behaviour (other than tenant behaviour) noise nuisance, sale or disposal of land on housing estates and planning and building control (Council owned properties). If, having exhausted the Council's corporate complaints procedure, a complaint is not resolved to the complainant's satisfaction, the complainant may refer the complaint straight to the Local Government Ombudsman.

Make Things Right

Make Things Right is a Government campaign to raise awareness and understanding of the complaints process for social housing residents.