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Complaints and compliments

 make a complaint give a compliment

We aim to give you the best customer-focused service we can. It is important that we learn from your feedback as it helps us to identify what we are doing well and where we need to improve.

How can I make a complaint or compliment?

You can make a complaint or give a compliment online. Alternatively, you can contact us by phone, by email, or in person.  

What happens next?

If you pay us a compliment, we will let the individual or team know about it as well as their manager. We will also share your compliment with the rest of the company as an example of great customer service.

If you make a complaint, we will try to resolve this when you first get in touch. This will be done informally and quickly without the need for a written response.

If your complaint can't be resolved quickly because it needs an investigation, we will aim to complete this within ten working days. We will acknowledge your complaint in writing by letter or email.  

If you remain unhappy with the response from the investigation you can ask for it to be reviewed by a senior officer. We will provide a final written response within 20 working days.

Housing Ombudsman service

If you come to the end of our complaints process and feel it has still not been resolved, you can contact the Housing Ombudsman service.

The Housing Ombudsman will only look at your complaint once it has been through all steps of our own complaint process, and eight weeks have passed since we issued our final response.

You also have the right to ask a 'designated person' to help get complaints resolved locally instead of referring to the Ombudsman. A designated person can be a local councillor or MP. For more information please visit the Housing Ombudsman website.

How are we doing?

Between 5 April and 30 June 2021, we received 62 complaints and 18 compliments.

  • We resolved 50% of complaints at the first point of contact
  • We investigated the remaining 50% formally, responding to 94% of them within target
  • 71% of customers were satisfied with the way we investigated their complaint.

For the financial year 2020/21, we received 153 complaints and 56 compliments.

  • We resolved 77% of complaints at the first point of contact
  • We investigated the remaining 23% formally, responding to 88% of them within target
  • 82% of customers were satisfied with the way we investigated their complaint

For more information see our complaints and compliments policy.

Housing Ombudsman's Complaint Handling Code

In July 2020, the Housing Ombudsman published a new Complaint Handling Code.

The code provides a framework to social housing organisations for a consistent approach to complaint handling.

The code asks that we carry out a self assessment against its requirements. Icon for word Download our self-assessment form. [29.98KB]

As a result of our self assessment, we are working to review our approach to complaint handling and make changes where necessary.

Reasonable adjustments

The Council will take every reasonable and practical step to ensure that no person using council premises or services will receive less favourable treatment or will be disadvantaged by requirements or conditions that cannot be shown to be justifiable.

For more information see our Icon for pdf Equal Opportunities Policy [97.03KB]

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