Learning and service development - Council housing complaint report 2025 to 2026
Whilst responding to the issues raised in a complaint is important, ensuring we learn from them is also a priority. Many people who contact us with a complaint ask for assurances that we will make improvements so something positive can come out of their experience. Learning from complaints is not just our statutory duty, it is a commitment we make to residents that they will be heard, and their views will help shape our services.
Some of the measures below were implemented as a direct result of a complaint, others were already being considered but formed part of the assurances we have been able to provide to complainants at the point of resolution.
Housing Customer Care & Complaints Team
We have implemented measures to improve the resilience and capacity of the complaints team, as well as enhancing oversight arrangements. We have cleared the Stage 2 backlog of complaints, which involved increasing staffing levels in the team and adjusting our approach so that Stage 2 investigations can now be carried out by an Officer providing they did not carry out the Stage 1 investigation. We have also put more formalised arrangements in place for oversight of complaints handled by them on our behalf.
We are working with colleagues to make amendments to our CRM system to allow more detailed reporting and trend analysis, as well as more efficient and effective monitoring of outstanding actions following a complaint, and identifying and progressing service improvements.
Within the team, we have also introduced new ways of working to ensure continuity of service, including a shared email inbox.
We have strengthened the understanding and arrangements between our Insurance team and our Legal team regarding disrepair and insurance claims.
Following recommendations from the Housing Ombudsman, we have designed a Housing Complaints Policy with guidance from their Compliance team.
Property Services
Property Services have improved data sharing arrangements with the Customer Care & Complaints team. Following an Ombudsman determination, Area Property Officers have undertaken training in Knowledge & Information Management.
Income
Following several complaints with similar themes, the Income team committed to carrying out further customer service training with their officers.
ODS
As part of a renewed focus on customer experience, ODS have introduced quality audits carried out by Team Leaders and Supervisors if a customer’s feedback is less than 5 ofut of 10. This involves checking records are accurate and thorough, and raising any omissions and/or negative feedback with the operative.
Tenancy Management
Following a restructure in Landlord Services, Tenancy Management has moved to area-based working, meaning multiple Housing Officers share an area. This is intended to provide improved continuity of service, ensuring that even during periods of staff absence, someone is available. We are hoping this, alongside the other structural changes, will reduce the frequency of complaints about communication.
Contact Centre
The Contact Centre have continued to liaise with the complaints hubs on recognising and logging complaints, and we have noticed a reduction in incorrectly logged cases.
