Essential works to our phone payments system
We're carrying out essential works to our phone system. As a result there may be temporary disruption to our phone payments. During this, you can still make payments online.
Housing complaints procedure
How residents in social housing can make a complaint about council services.
About our housing complaints procedure
Our housing complaints procedure explains how residents can make a complaint about our housing services.
This complaints procedure sits alongside the council’s Customer Complaints procedure. You will be notified if the procedure and timescales affect your complaint.
Why we have a housing complaints procedure
We are a member of the Housing Ombudsman Scheme. As a registered social housing provider, we check our performance each year against the Housing Ombudsman Complaint Handling Code.
Our performance checks are carried out every year in May and submitted to the Housing Ombudsman in line with the Tenant Satisfaction Measures. Our results are published by the Regulator of Social Housing – GOV.UK.
Download our most recent self-assessment below.
Housing Complaints Self-Assessment - May 2024 (PDF, 579.45 KB)This was approved by our Corporate Leadership Team on 17 June 2024. The team has issued a response to support the publication and the associated improvement works taking place to remain compliant.
Our housing complaints procedure may be updated in response to:
- a self-assessment
- changes to the Complaint Handling Code
- a decision made by the Housing Ombudsman