Contact our Council Housing Team

We own our housing stock of approximately 5,300 homes. We want all our tenants and leaseholders to live in safe, secure and well-maintained homes. We are passionate about putting the needs of our tenants and leaseholders at the heart of everything we do.

Your feedback is extremely valuable so we want to know what you think so that we can learn from your experience and make improvements where necessary.

We are passionate about providing good quality services that meet your housing needs, and we back the Governments Make Things Right Campaign which ensures that all social housing tenants and leaseholders are provided with a good service

How can I complain?

From Wednesday 1 April 2026, we will have resumed responsibility for housing management. Complaints relating to Council housing services will be handled directly by us. This includes issues such as repairs; housing management or the standard of service you have received from us as your landlord.

Before we accept your complaint, we would normally expect you to have engaged with our services or raised a service request first, a complaint may be raised if you are dissatisfied with that engagement or our response to your service request and you require us to take action to put something right. A complaint may be defined as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals'.

If you have experienced poor service and wish to make a complaint you can do so via our formal complaints process.

What happens next ?

We operate a two stage complaints process. Once a complaint is received, we will review the issues raised add investigate the concerns.

Stage 1

Your complaint will be acknowledged within five working days, and we will normally provide a response within ten working days.

Stage 2

If you are not satisfied with the Stage 1 response you can request a Stage 2 review. A final response will normally be provided within 20 working days.

You can also contact the Housing Ombudsman, an organisation you can contact for free independent and impartial advice about your complaint at any point during the complaint process. The Housing Ombudsman won’t investigate your complaint whilst we are still looking into it, however they may be able to help reach a resolution. 

You can contact them online, via phone or by post:

• Housing Ombudsman Complaint Form
• Phone: 0300 111 3000 
• By post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Housing Ombudsman Complaint Handling Code

In line with the Housing Ombudsman’s complaint handling code, we are required to undertake an annual complaint self-assessment. This assessment is aimed at helping us demonstrate our performance against some key areas including:

• the utilisation of the universal definition of a complaint
• providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service
• the structure of the complaint's procedure with only two stages necessary and clear timeframes set out for responses
• ensuring fairness in complaint handling with a resident-focused process
• taking action to put things right and appropriate remedies
• creating a positive complaint handling culture through continuous learning and improvement
• demonstrating learning within annual reports

This summary shows whether we have met each of the required standards and how we have demonstrated this. It also includes some detail around some of the things we are doing to improve how we handle complaints.