Housing complaints performance from 2025 to 2026
Housing complaints are handled in 2 stages:
- Stage 1: a manager investigates and responds
- Stage 2: a different manager reviews the response and provides a final decision
If you are not satisfied with our final response, you can contact the Housing Ombudsman to review your complaint.
We received more housing complaints in 2024 to 2025 than in the previous year:
- Stage 1 complaints increased to 47.8 per 1,000 homes (up from 21.7)
- Stage 2 complaints increased to 20.8 per 1,000 homes (up from 3.8)
This has reflected increased access into the service, staff resourcing and greater awareness of how to make a housing complaint.
We have improved in several areas:
- 99.35% of Stage 1 complaints were responded to within target timescales (up from 84.3%)
- 31.4% of Tenant Satisfaction Survey Respondents were satisfied with our approach to complaint handling (up from 21.6%)
This shows significant improvement in how we manage complaints and meet Ombudsman expectations.
You can view or download the 2025 to 2026 reports.
What complaints were about
The most common complaint themes were:
- Housing Repairs and Property Condition
- Contractor Conduct
Many complaints relate to lack of clear communication. We review complaint themes regularly to identify patterns and make improvements. This helps us prioritise areas where change is needed most.
Ombudsman Outcomes
We’re a member of the Housing Ombudsman Scheme. As a registered social housing provider, we self-assess against their Complaint Handling Code.
Our performance checks are carried out every year and submitted to the Housing Ombudsman.
During 2025 to 2026, the Housing Ombudsman made 14 findings relating to our service:
- 6 findings concerning managing relations
- 4 findings concerning responsive repairs
- 3 findings concerning antisocial behaviour, abuse and nuisance
- 1 finding concerning health and safety, including building safety
The Housing Ombudsman also made the following remedies:
- 20 orders
- 2 recommendations
Total compensation ordered was £4,664.58
We have completed all required actions and are using these findings to improve our services. For more information, you can contact the Housing Ombudsman.
How we monitor complaints performance
We regularly review complaints and performance data to make sure services are improving. This includes oversight by:
- Corporate Leadership Team
- Communities and Housing Scrutiny Committee
- Resident and Landlord Partnership Panel
- Housing Staff Complaint huddles and internal performance monitoring
This helps ensure complaints are handled fairly and that learning is identified from complaints.
What we have improved
We have made a number of changes in response to complaints. In 2025 to 2026 we:
- refreshed the Housing Improvement Programme
- recruited for the new role of Housing Complaints and Insights Officer, introducing them to residents in the Woking@Home Newsletter
- completed staff training on effective complaint responses
- completed staff and housing volunteer training on tone of voice and conduct concerns
- held a tenant workshop to review the housing complaint customer journey and created transactional surveys for housing complaints
- updated the Housing Complaints online form
These changes mean tenants should:
- have a dedicated point of contact
- confidently raise complaints with staff members and be assured that these will be raised formally
- be at the forefront of reviewing processes and survey responses
- find the complaints process for the council clearer and smoother
- find it more accessible and easier to raise a complaint
Housing Complaints from 2025 to 2026 reports
This is our second year producing an Annual report. This highlights the housing complaint trends and areas for improvements. It also sets out further in progress improvements for the 2026/2026 year.
You can view or download our 2025 to 2026 reports:
You can also read our complaints policy.