Complaints data

Learning from your complaints helps us to improve our housing services. 

Our new Complaints Annual Report 2024/25 tells you how we have listened and acted on any opportunities to make improvements following investigation of complaints and review of any trends. It covers:

  1. Trends in the types of housing complaints we have received,
  2. Improvements we have put in place,
  3. Customer feedback on how we handle complaints,
  4. Actions taken in response to the findings of the Housing Ombudsman,
  5. Our latest self-assessment against the Housing Ombudsman’s Complaints Code.

We have spoken to a focus group of tenants who have been through our complaints process, and our Tenant Readers Panel, to ensure tenants’ voices have shaped this report.  We are committed to being transparent and sharing the information that you want to see to hold us to account.

The Complaints Annual Report and the full Self-Assessment 2025 document are available below.

Our Landlord Performance Report from the Housing Ombudsman Service is also linked below.

These were scrutinised by the Housing Advisory Panel Tenant Representatives and will be formally reported to the Panel and to Cabinet.

Assurance Statement – Annual Complaints Self-Assessment 2024/25

Cllr Susan Gambles - Chair of the Housing Advisory Panel

As Chair of the Housing Advisory Panel, I want to reaffirm our commitment to being open, honest, and transparent. When things don’t go as planned, we see it as an opportunity to learn and make things right. Complaints aren’t just problems to solve; they help us improve and deliver better services for all tenants.

Each year, we review our approach against the Housing Ombudsman’s Complaint Handling Code. This self-assessment, alongside our improvement plan, helps us stay compliant, accountable, and focused on achieving the best outcomes for tenants.

Over the past year, we’ve taken important steps to strengthen how we handle complaints and to build a positive culture around them. Here are some examples:

  • Tenant Complaints Focus Group: This group reviews complaint responses and shares feedback that has helped us improve letters and refresh governance arrangements, ensuring tenant voices shape our services
  • Culture and Training Initiatives: We’ve embedded complaint handling into our wider work on tenant voice and tackling stigma. Training has been provided for all staff involved in complaints, with plans to include partner organisations too
  • Improved Data and Insight: Our enhanced complaints dashboard helps us spot trends and identify areas for improvement, turning complaints into valuable insights for service changes
  • Dedicated Self-Assessment Action Plan: This brings all our improvement plans together, ensuring full compliance with the Ombudsman’s Code and transparent progress tracking.

These actions show our commitment to learning from feedback and making meaningful improvements. We will continue to listen carefully, welcome suggestions, and work closely with tenants and staff to ensure our services reflect fairness, accountability, and respect.

Useful documents