Oxford City Council welcomes complaints and encourages all residents who areis dissatisfied with our services to make us aware so we can take action. Not only do we want to rectify the issues that have been raised but we want to learn from them.
We wish to thank residents for their engagement with the complaints process during 2025-26 and apologise for the lapses in service highlighted by this report. We note that the report commits to learning from these mistakes, and details plans for improvements moving forward. Cabinet are pleased to see that since the period covered by this report, improvements have been made to the complaints process and response times have significantly improved.
Cabinet was also pleased to see that complaints regarding damp and mould had decreased, indicating that improvements to how we manage these reports are resulting in successful outcomes for residents.
This report has highlighted serious issues with complaints handling in 2025-26. For 2026-27, we will be expecting to see that the improvements made are sustained and lead to an increase in tenant satisfaction that we have seen in other areas of our housing services.
