A complaint is when you tell us you are unhappy with the standard of service, something we've done, or something we failed to do.
For example, if you requested a repair at your council property but feel that we didn't take the right action or respond appropriately, you can make a complaint.
We follow a two-stage process.
Stage one - make a complaint
If you have internet access, our online form 'Give feedback on council services' is the best way for tenants to make a complaint about council housing.
Please include:
- when you first reported the issue
- any actions we have taken since
- what you think we should have done
- what impact this has had on your or your household
Give feedback on council services
If you can't use the online form, you can:
- write to us (for the attention of Complaint HUBs)
- speak to customer services
- send an email to OCCLSComplaints@oxford.gov.uk.
What happens next
When you first make a stage one complaint, we will:
- acknowledge your complaint within five working days of receiving it
- provide a full response, in writing, within ten working days of our acknowledgement
If the issue cannot be resolved within the timescale, we will tell you the reasons why and give you a new deadline.
Stage two - escalate a complaint
If you are not happy with our stage one response, you can escalated it to a stage two review. You do not have to give a reason.
We include instructions for escalating your complaint in our stage one written response.
What happens next
When you escalate a complaint to stage two, we will:
- acknowledge your complaint within five working days of receiving it
- provide a full response, in writing, within 20 working days of our acknowledgement
If you need representation
You can ask another person or organisation to make or support a complaint on your behalf.
We cannot share your information without your permission. To give permission you need to Download the Disclosure of Information form and return it to us:
- by post - write to us (for the attention of Complaint HUBs)
- in person - visit customer services
- by email to OCCLSComplaints@oxford.gov.uk
Help from the Housing Ombudsman
You can contact the Housing Ombudsman Service:
- for advice during any part of the complaints process, see When to get help from the Housing Ombudsman
- to request an investigation if you are not happy with our final stage two response, see Bring your complaint to the Housing Ombudsman.
Code of practice and policy
Complaint Handling Code
The Complaint Handling Code became statutory on 1 April 2024. It places a legal duty on landlords to comply and the Housing Ombudsman to monitor that compliance.
As a landlord, we will:
- conduct thorough investigations of your complaints
- use a two-stage complaint process with clear timeframes
- foster a culture of continuous learning and improvement in handling complaints
- ensure fairness and a resident-focused approach in complaint handling
- produce an annual self-assessment against the Complaints Handling Code
See About the Complaint Handling Code at the Housing Ombudsman website.
Our complaints policy
For more details on how we investigate your concerns, manage timescales, and work to put things right, read our full Council Housing Complaints Policy
