Our Performance
To ensure openness and transparency we publish our Customer Feedback performance annually.
Measuring Our Performance as a Council
The following information provides a summary of our performance in relation to complaints.
In line with the Housing Ombudsman Complaint Handling code and the Council's Customer Feedback Policy, timescales for responding to complaints is 10 working days for Stage 1 complaints and 20 working days for Stage 2 complaints
Complaints received - 1 April 2025 to 31 March 2026 (2025/26):
|
Complaint Stage |
Number received |
% responded within timescales |
Number of complaints upheld |
|
Complaints – stage 1 |
625 |
94% |
61% |
|
Complaints escalated to stage 2 |
104 |
79% |
51% |
Housing Services Performance
As a landlord, we must comply with the Housing Ombudsman Complaint Handling Code. This includes reporting on performance in relation to Complaints for Housing Services.
Annual Housing Complaints - 1 April 2025 to 31 March 2026 (2025/26):
|
Complaint Stage |
Number received |
% responded within timescales |
Number of complaints upheld |
|
Complaints – stage 1 |
289 |
93.5% |
70% |
|
Complaints escalated to stage 2 |
64 |
78% |
58% |
Quarterly Housing Complaints - 1 April 2026 to 30 June 2026 (Quarter 1 - 2026/27):
|
Complaint Stage |
Number received |
% responded within timescales |
Number of complaints upheld |
|
Complaints – stage 1 |
57 |
84% |
65% |
|
Complaints escalated to stage 2 |
8 |
88% |
50% |
How have we learned from Customer Feedback?
We value feedback about our services and see this as an opportunity to learn, adapt and improve the services we offer to our customers.
You can read more about our performance and the improvement opportunities we've identified as a result of complaints in our 2025/26 Complaints Annual Report and 2025/26 Continuous Improvement Plan for all services. You can also view the 2025/26 Continuous Improvement Plan for Housing Services.
Complaints self-assessment
The Housing Ombudsman Complaint Handling Code sets requirements for Landlords that ensure they respond to complaints effectively and fairly. All social housing landlords are expected to carry out an annual self-assessment against the code to ensure complaint handling is in line with the code. To see how we are performing against the code, you can read our latest 2026-2027 self-assessment.
Governing Body Response
The Customer Feedback Annual Report 2025/26, Continuous Improvement Plan and annual self-assessment against the Housing Ombudsman Complaint Handling Code were presented to Full Council on 15 July 2026. Members reviewed the documents and were satisfied that it provided effective oversight and governance as well as demonstrating the Council's commitment to taking complaints seriously, learning from feedback, and delivering service improvements. Members agreed that the Council's complaint handling arrangements comply with the requirements of the Housing Ombudsman and Local Government and Social Care Ombudsman Complaint Handling Codes and endorsed the improvement actions identified within the report.
