Making a complaint about housing services

If there a problem with the service you have received from the Council, we want to hear from you.

If there is a problem with the service you have received from the Council, we want to hear from you.

We have a two-stage procedure when residents would like to raise a complaint for Housing.

Stage 1:

You will need to submit your complaint online or by writing to us at the address listed below. A response will be sent to you within 10 working days for complaints regarding Landlord Services, for example, responsive repairs, rent statements or grounds maintenance. 

If you do not feel the Stage 1 response addressed all of the issues you raised you can request in writing that the complaint is reviewed independently at Stage 2.  Please note that only the issues raised in your stage 1 complaint will be reviewed. Any new issues will need to be raised as a new enquiry.  For all other Housing related Stage One complaints we will respond within 20 working days.

Stage 2: 

Our corporate complaints team will investigate the complaint. The Council has 20 working days to investigate and respond to complaints related to Landlord Services. For all other Housing related complaints we will get back to you within 25 working days.

We know things can occasionally go wrong. As a housing resident, you have the right to voice your concerns and complaints about any issues that impact your living conditions. Whether it is about maintenance, repairs, waste management, caretaking, noise, safety, or any of the services we are responsible for providing to you as council tenant or leaseholder. 

We would like to hear from you so we can work together to find a solution. That is why we have a complaints procedure that is easy to follow and transparent. 

We welcome complaints and feedback as a valuable opportunity for us to learn from our mistakes and to make improvements for the future. 

Once being made aware of an issue; we expect our staff to listen and put things right quickly as the first point of contact.

Please refer to the documents below for further information:

Self assessment (as approved by GovB)

• Housing Ombudsman Self-Assessment 2024 (PDF)
• Housing Complaints Policy (PDF)
• Performance report - Statutory Housing Complaints within the jurisdiction of the Housing Ombudsman (PDF)