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 2023 to 31 March 2024 (2023/24):
|
Complaint Stage |
Number received |
% responded within timescales |
Number of complaints upheld |
|
Complaints – stage 1 |
604 |
84% |
50% |
|
Complaints escalated to stage 2 |
72 |
78% |
39% |
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 2023 to 31 March 2024 (2023/24):
|
Complaint Stage |
Number received |
% responded within timescales |
Number of complaints upheld |
|
Complaints – stage 1 |
293 |
78.5% |
57% |
|
Complaints escalated to stage 2 |
32 |
69% |
59% |
Quarterly Housing Complaints - 1 April 2024 to 30 June 2024 (Quarter 1 - 2024/25):
|
Complaint Stage |
Number received |
% responded within timescales |
Number of complaints upheld |
|
Complaints – stage 1 |
74 |
92% |
77% |
|
Complaints escalated to stage 2 |
11 |
100% |
82% |
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 Complaints Annual Report and Continuous Improvement Plan for all services. You can also view the 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 a yearly 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 2024-2025 self-assessment. The Council's lead elected member for Housing Complaints, Councillor Nicola Pryce-Roberts has been involved in this process to provide assurances on the effectiveness of the complaints system and how the Council is meeting the requirements of the complaint handling code.
