The information below relates to complaints regarding our function as a landlord. For information regarding other service areas please return to the complaints information page.
Examples of the types of complaints that would be looked at under this process include -
- repairs to your Council home
- leasehold services
- moving to a Council owned property including exchanges and decants
- rent and service charges
- occupancy rights
- disability adaptations
- tenant behaviour
- grounds maintenance including communal areas
Any other type of complaint relating to housing may be looked at under the corporate complaints process instead. We will clearly state which process your housing complaint will follow shorty after receipt. The complaints section below provides further information.
If you wish to submit your feedback anonymously, it will be recorded as a suggestion. No response will be provided.
It is at our discretion how we choose to handle your feedback.
The housing landlord complaints process
Our landlord complaints process is compliant with the Housing Ombudsman’s Complaint Code (April 2024).
The code requires all member landlords to comply with all provisions in the code to ensure best practice in complaint handling. You can see our performance against the code by viewing our self-assessment document.
We have adopted the Housing Ombudsman’s definition of a complaint -
“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents."
When you make a complaint, we promise to -
- keep you informed
- treat you fairly
- look into your case fully and properly
- try to find a suitable solution wherever possible
You should make us aware of your complaint within 12 months of the incident happening. Or within 12 months from when you first became aware that you had reason for complaint. If your complaint is received later than this, we may not be able to be fully investigate it.
We provide a fair and reasonable complaint service and make it as accessible as possible. There are times when the frequency or type of contact from a complainant delays our consideration of their complaints, or those made by other people. If this happens then, on a case-by-case basis we may decide to limit the ways that the complainant can contact us.
We would request that you treat the Council and its employees with dignity and respect when submitting complaints and feedback. We reserve the right to cancel any complaint that contains excessive foul and abusive language.
Be aware, if we need more time at any stage of the process or need signed permission from the complainant if you complain on their behalf, we will tell you when we expect that we can answer in full.