Our Housing Complaints Procedure explains how residents can make a complaint about our housing services.
This complaints procedure sits alongside the council’s Customer Complaints Procedure. You will be notified if the Housing Complaints Procedure and timescales affect your complaint.
Why we have a housing complaints procedure
We’re a member of the Housing Ombudsman Scheme. As a registered social housing provider, we check our performance each year against the Housing Ombudsman Complaint Handling Code.
Our performance checks are carried out every year in May and submitted to the Housing Ombudsman in line with the Tenant Satisfaction Measures. Our results are published on the Regulator of Social Housing website.
Housing Ombudsman Complaint Handling Code self-assessment
Each year we assess our service against the Housing Ombudsman Complaint Handling Code.
- Self-assessment May 2024: This was approved by our Corporate Leadership Team on 17 June 2024. The team has issued a response to support the publication and the associated improvement works taking place to remain compliant.
Updates to our complaints procedure
Our Housing Complaints Procedure may be updated in response to:
- a self-assessment
- changes to the Complaint Handling Code
- a decision made by the Housing Ombudsman