Complaints and feedback

If you are a council tenant you may wish to complain about a matter specifically related to your tenancy. You can use the same methods as if making any other kind of complaint, though how we process your complaint may be different.

Make a complaint

You can find a step-by-step guide about how we handle housing complaints in our housing complaints document (PDF, 203kb).

We also have a compensation policy (PDF, 208kb) for tenants who wish to make a claim for compensation regarding a housing service that failed to meet the required standard.

Housing Ombudsman support for tenants

You can contact the Housing Ombudsman at any point during the complaints process. 

Website: Housing Ombudsman website 
Telephone:  0300 111 3000 (Monday, Tuesday, Wednesday and Friday 9am to 5pm and until 3.30pm on Thursdays)

You can find out more about what you should expect as a tenant when making a complaint by reading the Housing Ombudsman complaint handling code.

How we work with the Housing Ombudsman

As part of the Housing Ombudsman Complaint Handling Code, we carried out a Housing Ombudsman Self-Assessment 2025 (PDF, 378kb) in 2025 and, following feedback from the ombudsman, we made some amendments to our self-assessment.

To adhere to the code we are also required to publish an annual review of complaints relating to housing services: Annual Review and Improvement Report 2024 - 2025 (PDF, 681kb). You can also read the governing body's response (PDF, 63kb) to our report.

Housing service performance

You can find previous reports on how our housing service is performing on this page: Housing service performance.